IT Support Team Leader

About the role

We are looking for a hands‑on IT Support Team Leader to manage our busy helpdesk, support a small technical team and ensure schools receive timely, clear and professional assistance. The role combines leadership, ticket triage, and direct technical support both remotely and onsite.

Key responsibilities

• Set the standard for ticket management, customer communication and day‑to‑day support delivery.
• Lead by example, modelling professionalism, clear communication, ownership and proactive problem‑solving.
• Take ownership of ad‑hoc IT projects from initiation to completion, ensuring effective planning, coordination and delivery.
• Report to the Managing Director and work closely with the Operations Manager to ensure tickets are triaged, progressed, updated and responded to professionally.

Required profile

• Experience leading, supervising or mentoring an IT support or helpdesk team.
• Strong experience managing support tickets, triaging requests, prioritising workloads and providing timely customer updates.
• Hands‑on technical support experience across Windows devices, Microsoft 365, networking and school IT environments.
• Excellent written and verbal communication skills, able to explain technical issues clearly to non‑technical users.
• A calm, organised and proactive approach with the ability to support colleagues and keep work moving.
• Full driving licence, access to a car for onsite school visits and willingness to complete an enhanced DBS check.

Required skills

• Microsoft 365, Office, Exchange Online, Teams, SharePoint, OneDrive, Intune
• Windows operating systems
• IP networking, LAN, WAN, WLAN, VLANs
• Wi‑Fi system configuration and support
• Active Directory, DHCP, DNS, Group Policy
• Physical and virtual server administration
• DNS filtering tools (Securly, Netsweeper)
• MDM solutions (Securly, JAMF, Lightspeed)
• AutoTask PSA, Datto RMM, N‑Central
• Microsoft 365 migration, routers and firewalls
• Audio‑visual equipment, certificates and CAs