Advocates for small businesses in the UK.

IT Support Team Leader

Job Description

Applications closed: 
April 30, 2023
Posted on: 
May 13, 2023

As our IT Service Desk Team Lead you are responsible for ensuring the Service Desk meets agreed service levels for the function and warranting the quality and compliance of the FSB IT service.

You will support the Infrastructure & Support Manager to foster a culture of professionalism, performance and quality management within the Team, focused on putting our users at the heart of everything we do.

You will lead a small team (currently 3), leading by example and providing a clear direction on “what good looks like” in service delivery, behaviour, performance, and customer focus to all.

You will be responsible for Performance Management for 1st and 2nd Line IT Staff and Quality monitoring and feedback to ensure compliance and a high standard of performance.  You will also be responsible for recruitment, induction, training and one to ones for 1st and 2nd Line IT Staff and for providing escalated 2nd/3rd Line IT Support.

You will work alongside the Infrastructure and Support Manager at our new IT Hub located close to Blackpool Airport to drive service improvements and will support/manage IT Major Incidents.


  • Fully W10 for end users
  • Microsoft 365
  • Next Gen Firewalls with full analytics
  • Network Security Management
  • Various monitoring and alerting solutions
  • Virtualized Server environment
  • Cloud based VM’s and Storage
  • Salesforce
  • Mail Security
  • Leading Service Desk Ticketing solution

Job Requirements

To be successful ideally you will hold an ITIL Foundation Certificate in Service Management or have relevant experience, as well as a good level of ICT, numeracy and literacy skills. You will have advanced IT Skill at 2/3rd Line IT Support or previous experience as a dedicated Service Delivery Manager.

You will also have experience in managing teams and their performance and have the ability to prioritise and work to deadlines. Excellent communication skills both written and verbal are a must.

You must be confident in dealing with complex enquiries in a customer focused environment, having a keen eye for the small detail.

You must be flexible, due to the nature of the role there may be the odd occasion where you’re required to work outside of the core hours to manage software/hardware changes or major incidents along with other members of the IT team.

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