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Technical Support Team Leader

Location UK-Surrey-Epsom
Category Managed Services
Type Permanent Full-Time


  • Assist the team manager relevant staff and service related weekly/monthly activities and projects. 
  • Be the primary point of contact for IT issues.
  • Perform timely and accurate recording and troubleshooting of incidents and when possible the resolution of any incidents raised by the end user.
  • Act as  the communication channel between the end user and other systems service and support areas.


  • Record and resolve IT issues raised by computer users, achieving the agreed first line fix target, and escalating to specialist hardware and software support teams where appropriate.
  • Ensure that the Frontline Support team responds to and resolves calls within agreed time scales and escalates any necessary calls to relevant teams.
  • Take the lead in the creation and continued updating of procedures and maintaining relationships with relevant departments.
  • Manage issues raised to ensure regular communication with end users and timely issue resolution is carried out.
  • Work on service requests and tasks adhering to agreed time scales, SLA’s and quality standards.
  • Participate in root cause analysis as appropriate.
  • Act as the face of systems support for both the internal and Centre network customer and manage all service related communication and updates.
  • Support small and medium sized projects driven by internal business requirements.
  • Proactively propose areas of focus for service improvement initiatives and take ownership of identifying appropriate solutions and/or processes and procedures.
  • Participate in daily stand-ups and other service related meetings as required.
  • Support the team manager with shift rota maintenance, training and other staff related requirements.
  • Cover the team manager during times of absence.


Incident Management

  • Accurately record all telephone calls, customer visits, Self-service Portal and emails using Service Now ITSM, ensure proper recording and additional documentation is included in all incidents
  • Escalate accurately recorded issues with details of all triage steps carried out to specialist hardware and software support teams or departmental managers as appropriate
  • Log calls to third party support teams and manage when required e.g. Managed WAN Supplier
  • Keep management and relevant teams informed of any significant and/or prolong ongoing issues


Incident resolution

  • Monitor, action and resolve, where possible, incidents raised to the team in Service Now
  • Attempt to resolve all incidents using troubleshooting skills and/or knowledge base
  • Where required escalate triaged incidents to  specialist hardware and software support teams when appropriate
  • Ensure incident resolution is communicated and agreed with end user
  • If timely resolution is not possible then refer to line manager for appropriate course of action
  • When required to do so by line Manager take ownership of ad hoc issues


Problem Management

  • Assist in the identification of the root cause of incidents and participate in resulting actions
  • Use root cause information to propose actions for problem prevention
  • Update knowledge base with new resolutions


Service Requests

  • Ensure all service requests are dealt with in line with established procedures and SLA
  • Ensure the task board is up to date at all times


Customer Service

  • Utilise excellent customer service skills and exceed customers’ expectations both on the telephone and face to face
  • Always show empathy and act with professionalism


Knowledge Sharing

  • Create and share knowledge base articles as required
  • Understand and inform the end user of any policies and best practice
  • Recommend improvements to practices and procedures to improve service levels
  • Assist in project work/rollouts when required


  • Excellent interpersonal skills to instil the user with confidence in Systems  Support
  • 2 – 3 years’ experience in a busy 1st/2nd line technical helpdesk role
  • Knowledge of MS Office,  Outlook,  Windows 7/10
  • Active Directory,  PCs and iPhone/iPAD Hardware
  • Good written communication
  • Excellent troubleshooting skills
  • Good workload management and prioritisation skills
  • Team player
  • Enthusiastic with a “can do” attitude and a willingness to help others
  • Tenacity and self-motivation
  • Supervisory and motivational skills