IT Support Team Lead

In this role you lead Howden’s IT Support team to deliver high-quality end-user experiences and reliable technology services. You’ll partner with IT, business, and security teams to manage incidents, drive improvements, and ensure service levels. You will mentor staff, oversee ticketing and escalation, and promote knowledge sharing and ITIL-aligned practices. This is a hands-on leadership role shaping day-to-day operations and IT support culture in a global, collaborative environment.

• Reasonable adjustments
• Flexible hours
• Hybrid working
• Office locations London/Milton Keynes/Witney
• Career development opportunities
• Supportive, collaborative culture

• Lead and develop IT Support SMEs, fostering accountability and a customer-focused mindset
• Oversee daily IT Support operations, ensuring timely handling of incidents and service requests
• Act as escalation point for complex technical issues
• Monitor workloads, queues, and SLA performance; drive service excellence
• Coordinate incident management and support major incidents when needed
• Ensure effective ticket management, categorisation, prioritisation, and resolution tracking
• Drive continual service improvement and automation of repetitive tasks
• Maintain knowledge management and ensure documentation accuracy
• Collaborate with Infrastructure, Security, Applications, and Global IT teams to resolve cross-functional issues
• Support onboarding/offboarding, moves, hardware refreshes, and projects
• Monitor performance metrics and prepare improvement recommendations
• Ensure IT policies and security standards compliance
• Assist in resource planning, shift scheduling, and vendor relationship management
• Promote ITIL best practices across Incident, Request, Problem, Asset, and Knowledge Management

• Bachelor's degree in Information Technology, Computer Science, or Business Information Systems or equivalent practical experience
• Minimum 5 years IT Support/Service Desk/End User Computing experience
• Minimum 2 years supervisory or team leadership experience
• Experience in enterprise environments across multiple locations
• Experience working with ITSM frameworks and service-oriented support organizations

• Excellent customer service and stakeholder management
• Strong communication for both technical and non-technical audiences
• Organisational and prioritisation skills
• Microsoft 365
• Windows operating systems
• Active Directory