Team Leader (Support)

About the Role

We’re looking for a Support Team Lead with Service Delivery Management experience to take ownership of our support operations on client site in London, and help shape an outstanding service experience for our customers.

This hybrid role combines hands-on operational management with service delivery ownership, acting as the primary face of IT support for the customer, on the customer site in London. The successful candidate will lead a small onsite support team while coordinating closely with remote support functions to ensure a seamless, high-quality end-user experience across all support channels.

The role requires strong stakeholder management, technical leadership, service management expertise, and the ability to drive continual service improvement while maintaining exceptional customer satisfaction.

As our Support Team Lead, you’ll play a central role in ensuring smooth day-to-day support operations, meeting SLAs, and driving continuous improvement. You’ll lead a small team, providing coaching and guidance while working closely with stakeholders across the business.

Location & Working Pattern

• London W1 (office-based)

• 4 days per week in the office, with flexibility to work 1 day remotely

• Monday to Friday, between 8:00am – 6:00pm

• 37.5 hours per week

You will be tasked with:

Leadership & Team Development

• Lead, coach, and motivate a team to deliver high-quality support

• Conduct performance reviews, set goals, and support career development

• Deliver training, onboarding, and ongoing learning initiatives

• Manage team schedules and ensure consistent coverage

Service Delivery & Operations

• Managing a Tech Bar / walk-up support service.

• Oversee incident and request management to meet SLAs and KPIs

• Provide technical and procedural guidance to the team

• Handle escalations and support complex issue resolution

• Step in to assist during peak times when needed

Continuous Improvement

• Identify and implement process improvements

• Maintain and enhance documentation and knowledge bases

• Ensure alignment with best practices (e.g. ITIL frameworks)

Stakeholder Engagement & Reporting

• Act as a key point of contact for major incidents and escalations

• Communicate effectively with internal teams and customers

• Analyse performance metrics and present actionable insights

• Lead team meetings and contribute to strategic planning

What we are looking for:

Experience & Skills

• Proven experience in a team leadership or senior support role

• Strong background in customer support, IT support, or service management

• Familiarity with ITIL and service management tools

• Excellent communication and stakeholder management skills

Leadership Qualities

• Confident decision-maker with a focus on service excellence

• Skilled in coaching, mentoring, and empowering others

• Able to manage conflict and foster a positive team culture

Personal Attributes

• Adaptable and resilient in a fast-paced environment

• Strong problem-solving and critical thinking abilities

• Effective time management and prioritisation skills

• Collaborative mindset with the ability to work independently

• A proactive approach to innovation and continuous improvement

Why Join Us?

• Opportunity to shape a high-performing support team within our clients offices

• Work in a collaborative, forward-thinking environment

• Make a real impact on service quality and customer satisfaction