Role Overview
The IT Support Desk Team Leader will oversee the daily operations of ACT Systems’ Support Team, ensuring exceptional service delivery, team performance, and client satisfaction. This role demands a proactive, emotionally intelligent leader who can coach technicians, manage workloads, and uphold operational excellence in a fast-paced environment.
Key Responsibilities
- Team Leadership & Culture
- Promote ACT’s values through positive leadership and a collaborative team culture
- Lead, coach, and develop support technicians, including apprentices
- Foster a customer-first mindset and continuous improvement across the team
- Operational Management
- Schedule and delegate tasks to ensure balanced workloads and efficient coverage
- Monitor team performance against KPIs and SLAs, ensuring timely response and resolution
- Generate and analyse support reports to identify trends, gaps, and opportunities for improvement
- Maintain high standards of documentation and compliance with internal procedures
- Escalation & Coordination
- Act as the primary escalation point for complex technical issues and client concerns
- Liaise with Technical Services and Sales/Operations teams to align support delivery with business goals
- Ensure clear communication and resolution pathways for escalated incidents
- Training & Onboarding
- Support onboarding and training of new team members
- Identify development needs and facilitate learning opportunities to build technical and customer service capabilities
Performance Indicators
- SLA adherence and resolution times
- Team productivity and customer satisfaction scores
- Quality and consistency of documentation
- Effectiveness of escalations and issue resolution
- Team development and retention metrics
Requirements
- Proven experience in IT support or service desk leadership
- Strong understanding of SLA/KPI frameworks and escalation protocols
- Excellent communication, coaching, and problem-solving skills
- Ability to manage competing priorities and drive team accountability
- Familiarity with support ticketing systems and reporting tools
Job Types: Full-time, Permanent
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
Application question(s):
- Do you have daily access to a vehicle?
Experience:
- Technical support: 1 year (required)
- Team management: 2 years (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
