Information Technology Support Team Lead

IT Support Team Lead
- Microsoft Partner
- Southampton (On-Site) - Up to £70,000 + Benefits

Are you an experienced IT Support professional with a passion for service excellence, automation and team leadership?

We're looking for an IT Support Lead to take ownership of a growing managed support function, leading a team responsible for delivering exceptional end-user support while driving automation and continuous improvement. This is a fantastic opportunity to join a forward-thinking technology business where you'll play a key role in shaping and scaling a modern IT support operation.

The Role

As IT Support Lead, you'll oversee the day-to-day delivery of 1st and 2nd Line Support, ensuring customers receive a high-quality service while continuously improving operational efficiency. You'll lead a prevention-first approach, using automation, proactive monitoring and modern endpoint management to reduce support demand and improve the overall user experience.

Working closely with operations, product and security teams, you'll also contribute to the continued growth and evolution of the managed service offering.

Key Responsibilities

• Lead and develop a team of IT Support Analysts
• Manage day-to-day 1st and 2nd Line support operations, ensuring SLA performance
• Act as the primary escalation point for complex technical issues
• Drive automation and proactive support initiatives to reduce recurring incidents
• Oversee endpoint management across Windows and macOS environments
• Manage onboarding, device lifecycle processes and Joiner/Mover/Leaver activities
• Deliver service reporting, KPI analysis and continual improvement initiatives
• Collaborate with technical and commercial teams to enhance service delivery

What We're Looking For

• Proven experience leading an IT Support or Service Desk team
• Strong Microsoft 365 endpoint management experience, including Microsoft Intune, Entra  Microsoft Defender
• Experience managing Windows 11 and macOS devices
• Strong understanding of ITIL-based service management and SLA-driven support environments
• Experience building automation, self-service solutions or proactive support processes
• Excellent communication and stakeholder management skills
• Passion for improving customer experience through technology

What's on Offer

• Salary up to £70,000
• Office-based role in Southampton
• Opportunity to lead and shape a growing IT Support function
• Investment in training and professional development
• Collaborative, fast-paced technical environment with genuine career progression