IT Support Team Leader

# IT Support Team Leader## Job Introduction
** IT Support Team Leader
***
* Contract:

** Full-Time 37 hours per week
** Location**:
Westdown Camp, Salisbury, Wiltshire
** Hybrid:
** 3 Days On Site, Per Week  Landmarc, the leading Industry Partner to the Defence Infrastructure Organisation (DIO), is looking for an IT Support Team Leader to manage a team of IT Support Analysts supporting our user-facing IT services across the Defence Training  this hands-on leadership role, you'll oversee daily service desk operations, act as a technical escalation point, and ensure high levels of customer satisfaction while driving continuous improvement.

This role offers a great work–life balance and the chance to get hands‑on with modern technologies that keep the Defence Training Estate running smoothly.
** Key Responsibilities
*** Lead, coach, and develop a team of IT Support Analysts.
* Oversee daily IT service desk operations and monitor KPIs.
* Act as escalation point for complex incidents and major incidents.
* Analyse incident trends and support problem management.
* Maintain strong customer relationships and manage escalations professionally.
* Improve service desk processes, tools, and documentation.
* Maintain accurate knowledge articles, user guides and procedures.
** Essential Skills & Experience
*** Strong experience in IT support and service delivery.
* Solid understanding of service management (e.g., ITSM disciplines, toolsets).
* Excellent customer service and stakeholder engagement skills.
* Experience with service management tools (e.g., Service Now, Halo).
* ITIL Foundation qualification.
* COMPTIA A+ (or equivalent).
* MD-102 (or equivalent).
* MDM subject matter expertise.
* Telephony platform administration experience.
* Experience coordinating Major Incidents.
* Good understanding of IT asset management.
** Desirable
* ** Software licence management.
* Experience in secure/restricted environments (particularly MoD).
* Project management experience.
** What You Bring
*** Strong communication skills.
* Ability to lead, motivate and develop a team.
* Problem-solving mindset with a proactive and flexible approach.
* Ability to manage conflicting demands and work independently or collaboratively.
** Prerequisites
* ** Eligible for BPSS & SC (current SC desirable).
* UK driving licence (desirable).
** Our Values & Behaviours
** We live by our values:
Care, Integrity, Customer Focus, Commitment, and Pride.

We build strong relationships, give feedback openly, and embrace flexibility to adapt and deliver.
** Please note that all interview-related correspondence will be sent via email. We recommend regularly checking your inbox, including your junk folder.
**** Join Landmarc and Enjoy a Competitive Salary Plus Outstanding Benefits!
** At Landmarc, we value our employees and go beyond just offering a competitive salary. We’re proud to provide a range of exceptional benefits designed to support your well-being, career growth, and work-life balance. Here are just some of the highlights:
** Pension
* ** Join our company stakeholder pension scheme, with contributions of up to 8% of your salary from Landmarc.
** Generous Holiday Entitlement
*** Enjoy 25 days of annual leave pro-rata.
* Your holiday allowance grows with your continued service.
** Other Amazing Benefits**
* ** Edenred Savings Scheme**:
Unlock exclusive discounts and savings for you and your family.
* ** Annual Salary Review**:
Conducted in consultation with our recognised Trade Unions to ensure fairness.
* ** Life Assurance**:
Insured for three times your annual salary to provide peace of mind for your loved ones.
* ** Health Cash Plan**:
Access health benefits for you and your family (add up to four children under 24 to your policy).
* ** Professional Development**:
Reimbursement of professional fees and support for ongoing training.
* ** Family-Friendly Policies**:
Supporting you during life’s important moments.
* ** Sick Pay**:
Sick pay starts after just 6 months of service.

At Landmarc, we don’t just offer benefits – we invest in your future, your well-being, and your career. Join us today and take advantage of everything we have to offer!
** About the Company
** Landmarc provides…