Job Title: Technical Services Team Lead
Type: Full Time
Reporting To: Technical Services Manager
As a Technical Services Team Lead, you will be responsible for leading the day-to-day performance of the technical support team, ensuring high-quality service delivery across our client base. You will oversee service desk operations, monitor performance metrics, and support the team in delivering exceptional customer experience and consistent technical standards.
This is a hands-on leadership role. You will provide guidance, coaching, and technical direction to the team, act as an escalation point for complex issues, and ensure that support requests and technical tasks are delivered efficiently and professionally.
You will play a key role in maintaining service standards, improving processes, and supporting team development through regular one-to-ones, performance reviews, and KPI management.
Key Responsibilities:
• Lead and coordinate the day-to-day operations of the service desk, ensuring high standards of support and customer satisfaction.
• Act as the senior escalation point for complex technical issues across IT systems, websites, and software.
• Monitor incoming support requests (calls, tickets, emails), ensuring they are handled efficiently and within agreed SLAs.
• Manage team performance through KPIs, service desk statistics, ticket reviews, and reporting.
• Conduct regular one-to-one meetings, performance reviews, and coaching sessions with team members.
• Mentor and support IT Technicians, providing technical guidance, structured feedback, and development plans.
• Ensure consistent, high-quality troubleshooting and resolution of hardware, software, and cloud-related issues.
• Monitor SLA compliance and ensure accurate documentation within the ticketing system.
• Produce and review regular service desk reports, identifying trends, workload distribution, and improvement opportunities.
• Support proactive monitoring and identification of recurring issues, implementing long-term solutions where possible.
• Ensure both business and client environments remain secure, including patch management, endpoint protection, access controls, and adherence to security best practices.
• Oversee device provisioning and configuration including servers, workstations, and mobile devices where required.
• Support the planning and delivery of technical projects and client onboarding activities.
• Maintain clear and professional communication with clients, particularly during escalations or incidents.
• Promote knowledge sharing within the team to maintain consistent service standards.
• Drive continuous improvement across service delivery processes and team performance.
Requirements:
Essential:
• Proven experience in an IT support, service desk, or senior technical support role.
• Experience mentoring or supporting junior engineers.
• Strong technical background across Microsoft 365, cloud platforms, and modern IT environments.
• Experience managing ticket queues and monitoring SLAs.
• Ability to manage and prioritise a busy and varied workload.
• Strong organisational skills and attention to detail.
• Calm, approachable leadership style with strong problem-solving skills.
• Excellent communication and client-facing skills, both written and verbal.
• Experience using ticketing systems and producing performance reports.
• A full UK driving licence.
Desirable:
• Experience in an MSP or multi-client environment.
• Exposure to KPI management, service reporting, or performance tracking.
• Experience supporting technical projects or service improvement initiatives.
Send your CV and covering letter to [email protected].
