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IT Team Leader
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IT Team Leader – Swansea
💰 Up to £40,000 DOE
📍 Swansea, South Wales
🏠 Hybrid Working
📄 Full-time | Permanent
We’re currently recruiting for an IT Team Leader to join a growing and forward-thinking technology services business in Swansea.
This is a hands-on leadership role for an IT professional who enjoys leading people, solving technical problems and building strong client relationships.
You’ll take responsibility for the day-to-day running of the technical support team, while also acting as the key point of contact for an important client.
If you're an experienced Senior IT Support professional ready to step into leadership, or an established Team Leader looking for greater client ownership, this could be an excellent next move.
👥 The Role
You’ll be responsible for ensuring the technical support team operates effectively, workloads are prioritised and clients receive a consistently high level of service.
Your responsibilities will include:
- Managing the day-to-day workload of the technical support team
- Allocating and prioritising tickets based on urgency, client requirements and resources
- Monitoring outstanding tickets, response times and service levels
- Acting as an escalation point for complex technical and customer issues
- Supporting, mentoring and developing members of the technical team
- Maintaining clear communication and a collaborative team environment
- Identifying recurring issues and improving processes
- Working with management on workload, performance and resourcing
- Ensuring a professional and customer-focused support service
🤝 Client Ownership
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A key part of the role will be taking ownership of the relationship with an important client.
You’ll:
- Act as the primary point of contact
- Build a trusted and long-term client relationship
- Understand the client's business, technology and priorities
- Coordinate day-to-day support requirements
- Keep the client informed on issues, priorities and timescales
- Manage expectations and service levels
- Attend client meetings and service reviews where required
- Identify recurring issues and opportunities to improve the client's IT environment
- Coordinate internal technical teams to ensure a proactive and consistent service
🛠️ Technical Element
Although this is a leadership position, you’ll need to be technically credible and comfortable getting involved when required.
You’ll provide technical guidance, support escalations and work across modern IT environments, including:
- Microsoft technologies
- Microsoft 365 and Azure
- Cloud platforms
- Business IT systems
- Infrastructure and technical environments
- Technical changes and improvements
You’ll also liaise with engineers, vendors and third parties where necessary.
👤 About You
We’re looking for an IT professional with a strong technical foundation and the confidence to lead people and manage client relationships.
You’ll ideally have:
- Previous experience as an IT Team Leader, Technical Team Lead, Service Desk Lead, Senior IT Support professional or similar
- Experience managing the day-to-day workload of an IT support team
- Strong technical knowledge and confidence handling escalations
- MSP / managed services / client-facing IT experience would be highly advantageous
- Experience supporting larger or complex client environments
- Strong client-facing and relationship management skills
- Excellent organisation and prioritisation abilities
- The ability to communicate technical information clearly to non-technical audiences
- A calm, practical and solutions-focused approach
- Microsoft 365 and Azure experience would be advantageous
- A genuine interest in technology and delivering excellent customer service
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🚀 Why Consider This Role?
This is an opportunity to take your career beyond traditional IT support and develop across technical leadership, people management and client relationship management.
You’ll have the opportunity to:
- Lead and develop a technical support team
- Own an important client relationship
- Work across varied and modern IT environments
- Develop your technical and leadership capabilities
- Access ongoing training and professional development
- Progress within a growing technology business
- Benefit from hybrid working
- Work within a collaborative and supportive team
📩 Interested?
If you're an experienced IT professional looking for your next step into technical leadership, or an established Team Leader looking for greater responsibility and client ownership, we'd love to hear from you.
Apply today for a confidential conversation about the role and the wider opportunity.
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