IT Support Team Lead

4 weeks ago


London, Greater London, United Kingdom Feedback plc Full time

Job Summary:

We are seeking an experienced IT Support Team Lead to join our team at Feedback plc in the UK. The successful candidate will lead our technical support team, providing 3rd line support for internal applications, infrastructure, and hardware.

About the Role:

This is a full-time position with flexible working arrangements, including office-based (London WeWork) and homeworking options. You will be responsible for managing the day-to-day activities of the technical support team, ensuring efficient operations and adherence to service level agreements (SLAs), key performance indicators (KPIs), and metrics to maintain high-quality service delivery.

Your Key Responsibilities:

  • Manage and coordinate the day-to-day activities of the technical support team
  • Build and develop a high-performing support team by overseeing hiring, training, performance evaluation, and career development
  • Collaborate with cross-functional teams to ensure seamless delivery and deployment of new features, enhancements, and fixes
  • Implement and enforce ITIL best practices, standards, and procedures for support
  • Proactively identify and recommend opportunities to improve processes, tools, and systems

Your Skills and Qualifications:

We are looking for an individual with extensive experience in Microsoft 365 and Entra ID, including configuration, management, and support. Strong problem-solving skills, excellent written and verbal communication skills in English, and flexibility to handle multiple tasks are essential. Experience with Windows Desktop and Server environments, system monitoring setup and maintenance, and scripting skills are also desirable.

What We Offer:

In addition to a competitive salary of £65,000-£85,000 per annum, we offer 25 days of annual leave plus public holidays, with the option to buy/sell leave. Additional benefits include an employee assistance programme, professional training and development opportunities, cycle-to-work scheme, medical health insurance, charitable donation matching, EV salary sacrifice scheme, and private flu vaccinations.

About Us:

Feedback plc is a small company that values flexibility and teamwork. We occasionally require staff to take on additional roles and responsibilities. If you are a motivated and results-driven individual looking for a new challenge, please apply.



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