End-User Support Team Leader

The End-User Support Team Leader is responsible for managing a team of Desktop Support Engineers to deliver high-quality 2nd-line support services. The role involves overseeing the support of standard desktop systems and specialised equipment, driving service improvements, ensuring a customer-focused approach, and fostering a collaborative team environment.

Key Skills

• Strong technical expertise in desktop support (Windows, iOS, Linux, MacOS) and specialised configurations.
• Experience in managing and developing teams to deliver exceptional customer service.
• Familiarity with ITSM tools, ticketing systems, and KPI/SLA management.
• Excellent problem-solving and strategic-thinking abilities.
• Effective interpersonal and communication skills with a customer-focused mindset.
• Ability to plan, prioritise, and manage workloads for self and team.
• Knowledge of process improvement and performance monitoring.
• Desirable: Experience with Linux desktop environments.

Responsibilities

• Manage a team delivering 1st and 2nd-line support for standard desktops and specialised equipment.
• Ensure incidents and service requests are resolved efficiently, utilising escalation processes as needed.
• Oversee resource allocation to maintain service continuity during peak periods.
• Act as an escalation point for complex issues and capture lessons learned.
• Drive technical skills development through training and development plans.
• Monitor SLA and KPI performance, analysing trends, and implementing improvements.
• Champion best practices and share knowledge to enhance operational maturity.
• Lead recruitment, appraisals, performance management, and staff well being initiatives.
• Establish and uphold high customer service standards, resolving escalated complaints.
• Produce performance reports with insights and resource recommendations.
• Lead or contribute to process improvement initiatives and IT projects.
• Perform on-call duties as required.