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Support Team Leader

  • JOB CODE: 0016
  • JOB TYPE: Permanent
  • SALARY/RATE: £30,000 - £30,000 per annum
  • LOCATION: South East
  • BENEFITS: pension

Job Summary

Our client is a leading Software and Services organisation and they are looking to hire a Support Team Leader for their Managed Services division to be based out of their offices in Southampton. The role reports into the Head of Services and you will be responsible for leading, motivating, managing and developing the support teams in our Managed Services Division including; 1st line Services desk, 2nd Line Support and 3rd Line Support. These are the teams responsible for providing pro-active first fix and post-sales support to our Managed Service Customers.

The ideal candidate will have previous support management experience, a natural talent for getting the best out of teams and a sound understanding of the technologies we support; broadband, leased lines, IP VPN, firewall security, physical and "cloud" hosting. This role will also provide support to colleagues in the Managed Services team acting as Service Delivery Manager during annual leave and absence. This job requires travel occasionally.

Responsibilities and Duties

  • To ensure the level of service purchased by the customer is achieved or exceed
  • Provide hierarchical escalation in line with the Escalation Policy
  • Invoke established hierarchical escalation to ensure SLA's are achieved
  • To build and maintain strong relationships with internal departments and teams along with third parties.
  • To develop and maintain a comprehensive understanding of the team's processes and the role they play in providing exceptional customer service
  • To minimise incident management errors and complaints
  • Representing the Service Desk in a professional manner. Setting the benchmark for the rest of the team and ensuring the team produce work of the highest standards
  • To implement departmental strategy development plans and identify opportunities to enhance quality or value of service to customers
  • To coach and develop team members' incident management knowledge and skills, identifying and reporting training needs to Head of Services
  • To take responsibility for all issues that arise within the team, escalating when appropriate
  • Ensure all work carried out is within the defined company policies and procedures as well as the ITIL framework
  • To have an awareness of the operational risks of the department, escalating issues or changes and maintaining accurate information to support these
  • To ensure the Principles of Treating Customers Fairly are adhered to at all times
  • To conduct post-error analysis, taking necessary action to prevent recurrence
  • To provide accurate and timely reporting as requested
  • Responsible for Team management of direct reports including:
  • Recording and monitoring of sickness/absence and performance levels (SLAs and KPIs)
  • Workload management and allocation
  • Escalating absence, performance or disciplinary issues
  • Holding regular one-to-one meetings
  • Act as Major Incident Manager as required

Qualifications and Skills

  • Demonstrable track record of success in a senior level position within a IT managed services provider.
  • Willingness to try new things to influence and embed change
  • Strong communication skills (both written and verbal) with the ability to establish long lasting rapport
  • Strong problem solving and trouble shooting skills
  • Strong influencing, negotiating and decision making skills
  • Excellent time management, organisational skills, attention to detail and the ability to work to deadlines
  • Results driven
  • Reliable and punctual
  • Proactive - always a step ahead, preparing in advance and not leaving things to the last minute
  • Positive attitude - acting calmly and positive at all times
  • Demonstrate initiative
  • Professional attitude
  • Good experience with Window Servers 2003 onwards
  • Good knowledge with Active Directory and Microsoft Exchange
  • Good understanding of Citrix
  • Must have great communication skills


  • Competitive salary depending upon your experience and skills
  • Excellent benefits from day one: contributory pension, life insurance, income protection insurance, childcare voucher salary sacrifice, cycle to work scheme, and employee assistance programme
  • Learning environment working alongside experts in the latest technologies
  • 25 days holidays
  • Exceptional career progression opportunities

Call 0208 944 4180 or Email emmak@eligo.co.uk

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