Overview
IT Support Team Leader – Location: Broxbourne (Fully Office-Based) – Salary: £35,000 - £40,000 per annum – Hours: Monday to Friday.
A growing IT services provider is seeking an experienced and proactive IT Support Team Leader to manage their onsite and field-based support team in Broxbourne. This is an exciting opportunity for a hands-on IT professional with strong technical expertise across 2nd and 3rd line support to play a key role in leading service delivery and driving operational excellence.
This is a fully office-based role in Broxbourne, ideal for an experienced IT professional looking to take ownership of a small, dynamic team and contribute to the continued growth and success of a well-established service provider.
Responsibilities
* Lead and support a team of onsite IT Support Technicians and Field Engineers
* Provide advanced 2nd and 3rd line technical support across a wide range of hardware, software, and networking environments
* Oversee the day-to-day running of the service desk and field operations, ensuring SLAs and KPIs are consistently achieved
* Act as the primary escalation point for complex incidents and problem resolution
* Monitor and manage ticket queues, ensuring accurate logging and timely updates
* Mentor and develop team members, promoting continuous improvement and knowledge sharing
* Assist with project delivery, system upgrades, and infrastructure maintenance when required
* Maintain clear communication with clients and internal stakeholders, ensuring exceptional customer satisfaction
Requirements
* Proven experience in IT support at 2nd or 3rd line level, with prior team leadership or supervisory experience
* Strong technical knowledge of Windows operating systems, Microsoft 365, networking, and common business applications
* Experience supporting both onsite and field-based IT environments
* Excellent communication, organisational, and problem-solving skills
* Ability to lead by example in a fast-paced, customer-focused environment
* A proactive and professional approach with a passion for delivering outstanding IT service
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