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Job Title: IT Operations Team Leader
Location: Near Southend-on-Sea (Office Based)
Salary: Up to 50,000 per annum
Job Type: Full-Time, Permanent
Are you a skilled IT professional with leadership experience and a passion for operational excellence? Our client, based just outside Southend, is looking for an IT Operations Team Leader to oversee their 2nd and 3rd Line Support functions. This is a fully office-based role in a growing business, ideal for someone looking to make a real impact while mentoring a close-knit team.
About the Role
As the IT Operations Team Leader, you'll be responsible for the day-to-day performance of the technical support team, ensuring services are delivered efficiently and to the highest standard. You'll take ownership of SLA management, incident handling, and continuous service improvements, while also playing a key role in team development and customer satisfaction.
Key Responsibilities
- Lead and coordinate the daily activities of the 2nd & 3rd Line Support Team
- Monitor service performance against SLAs, identifying areas for improvement
- Develop and manage customer satisfaction metrics including CSAT and NPS
- Act as Incident Manager during major incidents, ensuring timely and effective resolution
- Analyse service desk trends to reduce recurring issues through proactive support and training
- Oversee the creation and maintenance of Knowledge Base content to improve self-service
- Work closely with third-party vendors and internal stakeholders to maintain smooth service delivery
- Mentor and support team members, identifying training and development opportunities
- Ensure documentation, processes, and reporting are accurate and up to date
- Report regularly to senior leadership on service performance and team progress
Skills & Experience Required
- Proven experience in an IT team leadership or supervisory role
- Strong knowledge of IT systems, service desk operations, and technical troubleshooting
- ITILv4 Foundation or equivalent qualification (CompTIA A+, MCP, etc.)
- Experience in a MSP environment is highly desirable
- Excellent communication, problem-solving, and team management skills
- Demonstrated ability to analyse data and implement service improvements
- Comfortable managing internal and external relationships
- 5+ years' experience in IT support with at least 2+ years in a leadership role
- Familiar with service desk software and performance monitoring tools
Additional Information
- This is a fully office-based role, located just outside Southend - candidates must be within commuting distance and have access to their own transport
- Standard office hours with occasional flexibility around incident response or priority issues
