Pontoon Solutions
Technology Services Team Leader
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Technology Service Operations Team Lead
Birmingham | 6-Month Contract (Potential Extension) | Full-Time | Onsite (5 Days per Week)
Salary: Circa £50,000 per annum
Are you a technically strong IT support professional with leadership experience and a passion for delivering exceptional customer service?
We're recruiting for an experienced Technology Service Operations Team Lead to join a large, enterprise-scale organisation supporting tens of thousands of users across multiple UK locations. This is an excellent opportunity for someone who enjoys a hands-on role, combining technical support expertise with team leadership responsibilities.
The Role
As a Team Lead within the Technology Service Operations function, you will be responsible for delivering a first-class face-to-face IT support experience while leading and mentoring a small team of technical support professionals.
Working within a highly visible technology hub environment, you'll act as a technical escalation point, drive service excellence, and help ensure colleagues receive timely and effective technology support.
Key Responsibilities
- Lead and support a team of IT support professionals, providing coaching and day-to-day guidance.
- Deliver exceptional customer service and technical assistance to end users.
- Act as a technical expert and escalation point for complex support issues.
- Ensure service levels, KPIs, and operational targets are achieved.
- Monitor and manage incidents and requests through ServiceNow.
- Identify service improvement opportunities and collaborate with stakeholders to implement enhancements.
- Provide face-to-face support across multiple technology hub locations when required.
- Support device lifecycle management, hardware refresh programmes, and colleague onboarding activities.
- Communicate effectively with both technical and non-technical stakeholders.
- Champion a proactive, customer-focused support culture.
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Skills & Experience Required
Essential
- Previous experience leading, mentoring, or supervising an IT support team.
- Strong technical support experience within a large enterprise environment.
- Excellent knowledge of:
- Windows 11
- Microsoft 365
- Microsoft Entra ID
- Microsoft Intune (Endpoint Manager)
- Hands-on Apple macOS support experience.
- Experience supporting mobile devices, including:
- iPhone
- Samsung
- Microsoft Authenticator
- Mobile Application Management solutions
- Experience using ServiceNow for incident and request management.
- Strong troubleshooting and problem-solving skills.
- Ability to work independently and manage competing priorities.
- Outstanding communication and customer service skills.
Desirable
- Experience with JAMF device management.
- Knowledge of ITIL or other IT Service Management frameworks.
- Financial Services sector experience.
- Experience supporting large user populations in complex environments.
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What We're Looking For
The successful candidate will combine strong technical expertise with a genuine passion for customer service. You'll be confident managing challenging situations, presenting solutions clearly, and ensuring users receive a premium support experience.
We're particularly interested in candidates who thrive in fast-paced environments, can lead by example, and enjoy developing others while remaining hands-on technically.
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
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