Information Technology Team Lead

This is a full-time Technical Team Lead role located in Newcastle upon Tyne. As an on-site IT Managed Services Technical Team Lead, you will be responsible for leading a team of technical professionals to provide exceptional customer service, manage projects, maintain client relationships and manage internal processes.

You will oversee the technical support team’s day-to-day activities, establish operational processes and service standards, and ensure the team is meeting the technical requirements of the business. This role is highly involved with customers, thus great communication skills, a passion for delivering customer excellence, and technical skills are key.

Qualifications:

For this role, we prefer candidates with demonstrated experience of at least 5 years in IT managed services, with strong technical background.

• The ideal candidate should possess: Excellent customer relationship management and communication skills, with the ability to create a positive client experience.
• Strong leadership skills, with a proven ability to manage and support a team with high standards, using metrics to drive team performance.
• Experience with service level agreement (SLA) management, incident management, problem-solving, and technical escalation management.
• Strong technical background including proficiency with delivering and managing IT systems, network, security, and end-user computing device management.
• Knowledge & experience of cloud solutions including Azure and 365.
• An ability to prioritise and manage time effectively utilizing ITIL best practice methodology.
• Experience in project management and in delivering projects within budget and to deadlines.
• Preferably qualified to 2nd line minimum or equivalent industry certification such as ITIL, Microsoft, or Cisco.
• Bachelor's degree or higher in Computer Science, or a related field, or equivalent work experience.