Salary: £32,000 - 32,000 per year Requirements: At least 2 years of experience leading or supervising a team in an IT support capacity. Proven experience in IT support, technical support, or helpdesk roles, ideally within a Managed Service Provider (MSP) environment. Familiarity with relevant engineering tools, programming languages, or technologies. Competence with helpdesk software or ticketing systems. Strong leadership and team management skills, with the ability to motivate and guide a diverse team. Excellent verbal and written communication skills, capable of conveying technical information to non-technical users. Strong problem-solving skills, with the ability to troubleshoot hardware and software issues effectively. A commitment to demonstrating and working in line with our core values for performance management. Responsibilities: Lead and coordinate the activities of a team of service desk technicians, ensuring that all incidents and service requests are logged, prioritized, and resolved promptly. Mentor, guide, and provide on-the-job training to junior technicians, serving as the point of escalation for complex or high-priority incidents. Serve as the primary point of contact for IT-related inquiries and incidents from end users via phone, email, or ticketing system, ensuring adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. Document all support requests and resolutions in our ticketing system, ensuring accuracy and completeness, and perform quality assurance checks on support tickets to ensure thoroughness. Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency. Monitor system alerts and perform routine checks to ensure IT services are running optimally, all while adhering to our Security Policies. Maintain effective communication with end-users, keeping them informed of the status of their incidents and requests. Monitor performance metrics to ensure the team meets established service level agreements and provide detailed shift reports to highlight team performance and common issues. Technologies: Hardware Support ITIL Security DevOps Office 365 More: This role requires a proactive, customer-focused approach and excellent leadership skills, alongside a strong understanding of IT support processes in a fast-paced environment. Flexibility is key, as this position involves working in a rotational shift pattern, including nights, weekends, and public holidays. Our commitment to continuous improvement drives us to identify areas for process enhancement, stay updated with industry trends, and participate in training opportunities to further develop our skills. We are an equal opportunity employer, and we do not discriminate based on race, religion, color, sex, age, disability, or sexual orientation. All recruitment decisions are based on qualifications, skills, knowledge, experience, and relevant business requirements. Compliance with company policies and procedures is a condition of employment, including adherence to our Integrated Management System and Information Security Management System manuals. last updated 8 week of 2026