Technology Support Team Lead - Hybrid - Stockport
Apr 30, 2025
Technology Support Team Lead - Hybrid
The Technology Support Team Lead undertakes a key role in support for technology systems used by all staff, taking responsibility for ensuring the Technology Support Teamwork meets agreed service levels and has a constant focus on customer service and satisfaction.
The role requires a high level of technical ability, acting as technical escalation point within the team. You will coach and train the team to continually build skills and knowledge and take ownership for higher priority support issues proactively communicating with customers & stakeholders at all levels to ensure technology problems are resolved and we always meet our customer s needs.
Key Responsibilities
Champion our customers within the team understand how their technology needs, and the service we offer them, affect, enable and influence the collective success.
Act as a technical escalation point for the technology support team, supporting the team by advising, assisting, training and coaching when required. This will include playing a key role in the induction of new team members.
Monitor all logged incidents and requests, ensuring they are diagnosed and escalated to appropriate and consistent quality standards.
Play a co-ordination role to ensure the whole team meet or exceeds our SLAs and customer expectations.
Own and manage higher priority tickets reported to the technology support team, including escalations, security related incidents, VIP tickets, along with assisting with the management of major incidents and planned changes
Act as subject matter expert and provide training and coaching to SJA employees and volunteers. Design and develop support materials to assist end users in the use of their systems. This will include inductions of new permanent employees
Carry out daily system monitoring checks e.g. SJA website, email flows, infrastructure checks and to assist with monthly server patching.
Identify operational issues and improvement opportunities by observing ticketing trends within the ITSM tool. Work with the Service Delivery Manager, internal and external support teams to implement these improvements and resolve these problems.
Line manage a partial team of analysts, undertaking regular 121s, KPI & ticket reviews, training & coaching sessions - working closely with the Service Delivery Manager on complex people matters such as recruitment and performance management.
Comply at all times with relevant security, privacy and data protection standards. Helping all users to adopt best practice in line with the technology policies.
Champion and exemplify compassionate leadership and values
Perform any other duties commensurate with these responsibilities, the band of the post and skills and qualifications of the post-holder
Important Information
- We operate a split site, hybrid technology support team across Stockport and London offices. This role is based in Stockport but works on a hybrid basis.
- You will have a willing to travel to offsite technology support events, meetings and clinics with customers and suppliers, with occasional overnight stays
- You will work a 35-hour week with variable start and end times according to technology support team rota to meet the needs of the organisation.
Qualifications
Essential -
Educated to GCSE level or equivalent (Grade C / 4) including Maths & English, minimum 5
Desirable
Formal IT qualification e.g. NVQ, degree
SDI Service Desk Analyst
ITIL Foundation Certificate
Microsoft Technical or Comptia qualifications
Experience
Working knowledge of the core ITIL processes
Experience of working on a service desk in a senior technical role
Experience of using ITSM tools to manage a team s workload
Stakeholder management experience
Experience of supporting Windows 10 and mobile devices
Experience of supporting Office 365 and Azure Active Directory
Experience of supporting specialist line of business applications
Experience of network (LAN, WAN, WiFi and home working) support & troubleshooting
Experience of hardware support & troubleshooting
Experience of managing application licencing (e.g. O365 & Adobe)
Experience of supporting with virtual desktop environments (Desirable)
Skills
Excellent interpersonal skills with the ability to communicate and influence effectively at all levels
Excellent attention to detail and troubleshooting skills
Analytical skills, with the ability to see patterns and trends
Role model a values-driven approach
Demonstrate a compassionate and emotionally intelligent leadership style
Be open to feedback and the learning that comes from it
Be willing and able to exemplify the company values
