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IT Support Team Lead
Howden Insurance Brokers Limited. Lead, mentor, coach, and develop IT Support SMEs .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Support operations, team leadership, and service management, with a strong focus on process optimization and user experience improvements. Proficient in managing complex technical issues and ensuring compliance with IT policies and best practices.
Highest-signal resume keywords
IT Support ManagementTeam LeadershipMicrosoft 365 AdministrationServiceNow ExperienceITIL Best Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT SupportService DeskDesktop SupportActive DirectoryAzure AD/Entra IDIntuneEndpoint ManagementIncident ManagementProblem ManagementCloud Services Troubleshooting
Soft Skills
Customer ServiceStakeholder ManagementCommunicationOrganisational SkillsAnalytical Problem-Solving
Tools & Technologies
ServiceNowMicrosoft 365Endpoint SecurityMobile Device ManagementCollaboration Tools
Certifications & Qualifications
ITIL 4 FoundationMicrosoft 365 AdministratorEndpoint AdministratorServiceNow Certification
Industry Keywords
ITSM FrameworksService-Oriented SupportPerformance MetricsComplianceUser Experience
Tech Stack
Tools & technologiesAzureCloudITSMServiceNow
About the role
Key responsibilities & impact- Lead, mentor, coach, and develop IT Support SMEs
- Manage daily IT Support operations and ensure support requests, incidents, and service requests are handled efficiently
- Act as the primary escalation point for complex technical issues
- Monitor team workloads, queues, performance, SLA achievement, and customer satisfaction
- Conduct team meetings, one-to-ones, performance reviews, and development planning
- Coordinate incident management and support major incident response
- Ensure accurate ticket categorisation, prioritisation, documentation, and resolution tracking
- Drive continual service improvement, process optimisation, automation, and user-experience improvements
- Maintain accurate and current support documentation and procedures
- Collaborate with Infrastructure, Security, Applications, and Global IT teams on cross-functional issues
- Support onboarding, offboarding, office moves, technology deployments, hardware refreshes, and business projects
- Monitor support trends and operational metrics and produce performance reports and recommendations
- Ensure compliance with IT policies, information security requirements, and company standards
- Assist with resource planning, shift scheduling, and coverage management
- Support vendor relationships and escalate service delivery concerns
- Promote ITIL best practices across Incident, Request, Problem, Asset, and Knowledge Management
Requirements
What you’ll need- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent practical experience
- Minimum 5 years of experience in IT Support, Service Desk, Desktop Support, End User Computing, or related IT operations roles
- Minimum 2 years of experience in a supervisory, senior analyst, or team leadership capacity
- Experience supporting enterprise environments with multiple locations and diverse business functions
- Experience working within ITSM frameworks and service-oriented support organisations
- Strong knowledge of Microsoft 365, Windows operating systems, Active Directory, Azure AD/Entra ID, Intune, and endpoint management technologies
- Experience with ServiceNow or equivalent IT Service Management platforms
- Understanding of networking fundamentals, mobile device management, printing, conferencing technologies, and workplace technology solutions
- Experience troubleshooting hardware, software, cloud services, and collaboration tools
- Knowledge of Incident, Request, Problem, Asset, and Knowledge Management processes
- Familiarity with endpoint security, identity management, and security best practices
- Proven ability to lead, motivate, and develop high-performing support teams
- Excellent customer service and stakeholder management skills
- Strong communication skills with the ability to engage effectively with both technical and non-technical audiences
- Excellent organisational and prioritisation skills
- Strong analytical and problem-solving capabilities
- Ability to manage competing priorities and maintain service excellence under pressure
- Customer-focused mindset with a passion for delivering exceptional user experiences
- ITIL 4 Foundation preferred
- Microsoft 365 Administrator, Endpoint Administrator, or related Microsoft certifications preferred
- ServiceNow certification desirable
- Leadership, coaching, or people management qualifications advantageous
Benefits
Comp & perks- Reasonable adjustments and accommodations, including software, IT, and office setup changes
- Flexible hours may be accommodated where applicable
- Hybrid working may be accommodated where applicable
- Career progression opportunities
- Work/life balance support
- Volunteering opportunities
- Sustainability-focused culture
- Permanent employment