IT Team Leader

Salary: £40,000 - 40,000 per year

Requirements:

• Previous experience in an IT Team Leader, Technical Team Lead, Service Desk Lead, Senior IT Support or similar position
• Experience overseeing the day-to-day workload of an IT support or technical team
• A good technical foundation and the confidence to get involved with escalated technical issues
• Experience working within an MSP, managed services or client-focused IT environment would be highly advantageous
• Experience supporting larger or complex client environments
• Strong client-facing and relationship management skills
• The ability to communicate technical information clearly without unnecessary jargon
• Excellent organisation and prioritisation skills
• The ability to remain calm and make effective decisions in a busy support environment
• A proactive and solutions-focused approach
• Experience with Microsoft 365 and Azure would be advantageous
• A genuine interest in technology and helping customers get the best from their IT environment

Responsibilities:

• Take ownership of the day-to-day running of the technical support team
• Allocate and prioritise workloads across the team based on client requirements, urgency and available resources
• Monitor outstanding tickets, response times and service levels to ensure work is progressing effectively
• Act as an escalation point for more complex technical and customer issues
• Provide guidance, support and mentoring to members of the technical team
• Ensure clear communication across the team and maintain a collaborative working environment
• Identify recurring issues, operational challenges and opportunities to improve processes
• Work closely with management to address workload, performance and resourcing requirements
• Help ensure the team consistently delivers a professional, customer-focused service
• Act as the primary point of contact for a key client
• Build and maintain a strong, trusted relationship with the client
• Understand the clients business, technology requirements and priorities
• Coordinate day-to-day support requirements and ensure issues are directed to the appropriate technical resource
• Keep the client informed regarding progress, priorities and expected timescales
• Manage expectations and ensure agreed service levels are maintained
• Participate in client meetings and service reviews where required
• Identify recurring problems and opportunities to improve the clients overall IT experience
• Work closely with internal technical teams to ensure the client receives a consistent and proactive service
• Provide technical guidance and support to the team when required
• Act as an escalation point for more complex technical issues
• Be comfortable troubleshooting and understanding issues across modern IT environments
• Work with Microsoft technologies, cloud platforms and business IT systems
• Support the delivery of technical changes, improvements and projects
• Liaise with engineers, vendors and third parties where necessary
• Maintain a good understanding of the technical environments and requirements of key clients
• Ensure technical issues are communicated clearly to both technical and non-technical stakeholders

Technologies:

• Azure
• Cloud
• Support
• Microsoft 365
• Office 365

More:

We are a growing and forward-thinking technology services business based in Swansea, South Wales, offering a full-time hybrid opportunity with a salary of up to £40,000 DOE. This is a hands-on leadership role where we value technical expertise, customer relationships, teamwork and professional development. We offer ongoing training, opportunities for career progression, the chance to lead and develop a technical support team, take ownership of an important client relationship, work across modern IT environments, and enjoy a collaborative, team-focused environment.

last updated 39 week of 2026