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IT Support Team Leader

Location: Truro, Cornwall

Salary: £30,000 – £35,000 (dependent on experience) + Bonus+ wide range of benefits.

Accelerate Your Career With Techsol Group

Techsol Group are an experienced IT solutions provider that has been delivering IT excellence for over 25 years. We are a business that places our customers first, ensuring they receive the best quality technologies that meet business needs. With a highly experienced team, we are a company that values integrity, respect, knowledge, and well-being.

Techsol Group is seeking a forward thinking and progressive IT Support Team Leader to join our team. In this role, you will lead and manage a team of IT support technicians/engineers, ensuring the smooth operation of IT systems, prompt resolution of technical issues, and delivery of high-quality customer service. This position requires a hands-on approach to managing support activities, prioritising tasks, and providing technical guidance to team members.

Main Purpose of the IT Support Team Leader Job:

  • Provide leadership, guidance, and direction to ensure the efficient and effective delivery of IT support services.
  • Manage the day-to-day work activities of the team, including ticket management and technical support.
  • Act as the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution.
  • Develop and maintain IT support procedures, documentation, and knowledge base resources.
  • Monitor team performance and implement process improvements to enhance service delivery and customer satisfaction.

Key Areas of Responsibility for the IT Support Team Leader:

  • Maintain a customer-centric approach to service delivery and ensure consistent delivery of service across all products.
  • Lead, manage, and mentor a team of IT support technicians, providing guidance, coaching, and support.
  • Oversee day-to-day operations, including ticket management and allocation of resources to meet SLAs.
  • Provide technical advice and interpretation of complex incidents to the 2nd line team (engineers).
  • Analyse service desk activity and make recommendations for increased organisational efficiency and effectiveness.

Personal Competencies for the IT Support Team Leader:

  • Leadership: Ability to lead and motivate a team to achieve goals and objectives.
  • Technical Expertise: Solid understanding of IT systems, hardware, and software.
  • Communication Skills: Excellent interpersonal and technical communication skills.
  • Time Management: Ability to prioritize tasks and work effectively under pressure.
  • Customer Focus: Commitment to delivering high-quality IT support services.
  • Problem-Solving Skills: Proactive and analytical approach to resolving technical issues.
  • Conflict Resolution: Skill in resolving conflicts and fostering a positive work environment.

5 Reasons why you will want to work for Techsol Group Limited

  1. Making a difference – You’ll make a difference by being a valued member of a growing and successful company, working with a team of like-minded individuals who each have a voice
  2. Healthy work-life balance – You will be working for a company that helps support a healthy work-life balance.
  3. Social Responsibility – You will be working for a company that actively strives to be socially responsible and have fun!
  4. Continuous learning – You will be working for a company that advocates continuous learning.
  5. Honesty over profit – You will be working for a company that places ethics, honesty and relationships before profit.

Applications are required ASAP as interviews and appointment will commence immediately.

Alternative Titles: IT Support, Helpdesk engineer, 2nd line IT helpdesk support, IT Field Engineer, IT Helpdesk Advisor, Application Support Analyst, Systems Engineer.

Job Types: Full-time, Permanent


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