IT Support Team Leader

About the role

We are seeking an experienced IT Support Team Leader to manage and develop our Birmingham support team. The role combines hands‑on technical work with line management, ensuring smooth operation of internal IT systems for both internal and external stakeholders. The position is based in Birmingham on a hybrid basis.

Key responsibilities

• Provide line management and leadership to the support team.
• Deliver hands‑on technical support and resolve service requests and incidents.
• Ensure smooth operation of internal IT systems and applications.
• Support internal and external stakeholders both onsite and remotely.
• Manage IT support ticketing systems and technical licences, working with vendors.
• Install, update and maintain applications and user accounts (permissions, passwords).
• Develop team capability through coaching and performance management.

Required profile

• Proven line‑management experience of a technical support team.
• Budget management or cost reporting experience.
• Experience using an ITSM/IT ticketing system.
• Technical project management background.
• Knowledge of cyber‑security tools such as EDR, anti‑virus and vulnerability management.
• Strong understanding of office productivity suites (O365, Teams, Email, Mobile).
• Experience with firewall configuration (Palo Alto) and network protocols (VPN, LAN, DNS, DHCP, Wireless).
• Hands‑on experience with Active Directory / Entra ID and a range of hardware (desktop, laptop, iOS, Android).

Required skills

• Microsoft Office 365, Teams, Email, Mobile
• Palo Alto firewall configuration
• VPN, LAN, DNS, DHCP, Wireless networking
• Active Directory, Entra ID
• Desktop and laptop hardware support
• iOS and Android device management
• EDR, anti‑virus, vulnerability management tools
• Scripting (generic)
• ITSM ticketing systems
• Technical licence and vendor management