IT Support Team Leader

At Stonebridge, technology is a critical enabler of our business. Supporting over 200 employees, we rely on secure, resilient, and effective technology services to keep our people productive and deliver excellent customer service.

We’re looking for a leader to oversee our Internal IT Support team, providing day‑to‑day leadership for first and second‑line support while ensuring a high‑quality support experience for colleagues across the business. Reporting to the IT Operations Manager, this role offers the opportunity to lead a business‑critical support team, develop your technical and leadership skills, and play a key role in driving service improvements across the organisation.

You’ll lead a team responsible for delivering responsive, customer‑focused IT support to employees across Stonebridge. Acting as the primary escalation point for more complex issues, you’ll ensure incidents and service requests are managed efficiently while maintaining a strong focus on customer satisfaction.

Working closely with Infrastructure, Security, Product, and third‑party providers, you’ll help improve support processes, promote best practice, and ensure support services continue to evolve alongside the needs of the business.

This is an ideal opportunity for an experienced Senior Service Desk Analyst, 2nd Line Engineer, or Team Leader looking to further develop their leadership career.

• Leading and supporting the day‑to‑day activities of the IT Support team.
• Managing workload distribution and ensuring tickets are prioritised effectively.
• Providing guidance, coaching, and technical support to team members.
• Acting as an escalation point for complex incidents and service requests.
• Monitoring team performance and helping to maintain high levels of customer satisfaction.
• Ensuring support services remain professional, responsive, and customer‑focused.

• Managing the resolution of incidents and service requests within agreed service levels.
• Coordinating responses to priority incidents and ensuring timely communication to stakeholders.
• Assisting with root cause analysis and the identification of recurring issues.
• Escalating issues where appropriate to Infrastructure, Security, Applications, or third‑party suppliers.
• Supporting problem management activities to improve service stability.

• Identifying opportunities to improve support processes, documentation, and user experience.
• Contributing to service improvement initiatives and operational efficiencies.
• Promoting knowledge sharing and maintaining support documentation and knowledge articles.
• Supporting the adoption of ITIL‑aligned support practices.

• Building positive relationships with colleagues across the business.
• Ensuring users receive clear, professional, and timely communication.
• Gathering feedback and helping drive improvements to service quality.
• Championing a customer‑first approach within the support team.

• Supporting the delivery of IT projects and technology upgrades.
• Assisting with service transition activities for new systems and services.
• Ensuring support documentation and training materials are produced and maintained.
• Supporting change and release activities from an operational perspective.

• Previous experience in a Service Desk, IT Support, End User Computing, or 2nd Line Support role.
• Experience supervising, mentoring, or leading technical support colleagues.
• Strong troubleshooting and problem‑solving skills across Microsoft technologies.
• Experience working within an ITIL‑aligned support environment.
• Good understanding of Incident, Request, Problem, and Change Management processes.
• Strong organisational and communication skills.
• A customer‑focused approach with a passion for delivering great service.

• Microsoft 365
• Windows 10/11
• Endpoint Management solutions
• Active Directory / Entra
• Identity and Access Management
• ITSM Platforms (e.g. Manage Engine Service Desk Plus)
• Core networking and infrastructure concepts
• Security and compliance best…