IT Support Team Lead We're seeking an exceptional candidate to join our IT Support team as a Team Leader. In this role, you will play a critical role in ensuring the provision of expert technical support to our internal stakeholders, who, in turn, support our global customer base. Responsibilities: Technical Support: Serve as a senior agent focused on driving customer satisfaction through exemplary customer support. Provide timely and precise technical support to both our internal engineering teams and external customers. Identify and Drive Improvements: Evaluate and analyse ticket case trends to proactively prevent future issues. Implement preventive measures to reduce customer faults and issues. Processes & Systems: Own and manage established support platforms (e.g., Zendesk), processes, and communication channels. Support 'user' and 'group' management of ticketing and knowledgebase systems to ensure streamlined and effective support globally. Assist in creating and implementing customer self-service materials and tools. Team Leader Aspects: Oversee the daily operations of the Development Support Team. Manage and report on all incoming technical support inquiries and record and track team Service Level Agreements (SLAs) and workflows. Skills and Experience: Proven experience in fostering a service and support-focused team culture. Strong experience in a Technical Support role, preferably in 2nd or 3rd line support. Desirable: Undergraduate degree (2:2 or above) in any subject, ideally in computing, software development, IT, networking, or technology. Supporting IT-related qualifications. Experience in a desktop support/installation role, particularly within a development and engineering environment. Demonstrated history of strong hardware and software troubleshooting skills. Hands-on experience troubleshooting Windows-based operating systems, including Windows 10, Windows Server 2016, 2019, and 2022. Proficiency in IT networking (IP addressing, subnetting, routing, TCP, UDP, multicast). Understanding of virtualization technologies, such as Hyper-V, including failover and replication processes. Exposure to or familiarity with basic cloud/Azure services and architecture. Database knowledge, including IBM DB2 and MS SQL, is a plus. Benefits Remote and hybrid working Flexible working hours, around core hours Life Assurance: 4 x Annual Salary Employee Benefits & Discounts Portal which includes benefits such as Cycle to Work, Health Cash Plans, MyGymDiscounts, a Car Benefit Scheme (Tusker) and many more