IT Support Team Leader | Hybrid Working

The Role:

Due to the success of our business, we are looking to recruit an  IT Support Team Leader. You will be responsible for the day-to-day leadership of the IT Support Team, ensuring delivery of high-quality, technically sound support services to internal users and third-party partners. This includes ownership of incident and request management, supervision of support staff, continual process improvement, and adherence to service level targets.

If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you! 

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As our IT Support Team Leader your key responsibilities will be:

• Lead, mentor, and manage the day-to-day workload of the IT Support Team.
• Organise team schedules, assign tasks, and ensure office coverage during business hours.
• Deliver 1st to 3rd line technical support across a Microsoft-centric environment (Windows OS, M365, Teams, SharePoint, Exchange Online, OneDrive, Intune, Defender, etc.).
•  Resolve and manage local and remote IT incidents and service requests through to completion.
• Own and execute onboarding/offboarding procedures, including device provisioning and account access configuration.
• Maintain and administer end-user computing (laptops, desktops, mobile devices) and core network infrastructure (switches, access points, VPN).
• Demonstrate working knowledge of LAN/WAN, Wi-Fi, TCP/IP, DHCP, DNS, and VPN technologies.
• Ensure availability and operational performance of core business productivity systems and collaboration tools.
• Be responsible for the standard build, imaging, and configuration of laptops, desktops, and mobile devices using automated deployment tools.
• Provide Tier 2/3 escalation support for complex technical issues across hardware, software, network, and security.
• Take responsibility for ticket management and ownership (incidents & service requests).
• Take responsibility for asset management, ensuring equipment is correctly identified, issued, and managed within our asset management tooling.
• Maintain accurate IT asset records using asset management tools; ensure full lifecycle tracking of hardware.
• Ensure timely and accurate logging, tracking, and resolution of all support incidents.
• Maintain knowledge of emerging technologies and tools to enhance support services.
• Ensure compliance with IT policies, ISO27001 standards, data protection regulations, and security protocols.

What you’ll bring to toob: 

• Proven experience in IT support or help desk environment (5+ years).
• Strong understanding of enterprise IT architecture, including Microsoft 365, Azure AD, Intune, and on-prem Active Directory.
• Good working knowledge of networking and IT concepts including Cloud and Virtualisation.
• Working knowledge of network infrastructure (Unifi Preferred), VPN solutions, and remote access tools.
• Strong knowledge of Windows, Active Directory, Office 365, Endpoint/Intune, Defender and remote support tools.
•  Hands-on experience of video conferencing systems, VOIP/telephony, and client-server applications.
• Excellent problem-solving, organisational, and customer service skills.
• Familiar with working in and supporting an ISO27001-compliant environment.
•  ITIL Foundation certification is a plus.

About toob:

Here at toob, our people are our greatest asset. They fuel our success and are truly passionate about the work they do. In this ever-changing world it’s crucial that we continue to support our people with a positive growth culture where they can enjoy themselves, be authentic to who they are but also be rewarded for their efforts whilst learning and having fun.

toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply.

Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application.

What we offer you!

• A positive, collaborative, and supportive work environment
• Annual leave - 25 days
• Annual Bonus
• Group Pension
• Group Critical Illness
• Private Medical Scheme
• Development opportunities

Family Friendly Benefits

• Enhanced maternity & adoption pay – up to 6 months full pay
• Enhanced paternity leave and pay – up to 3 weeks full pay

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About toob:

Here at toob, our people are our greatest asset. They fuel our success and are truly passionate about the work they do. In this ever-changing world it’s crucial that we continue to support our people with a positive growth culture where they can enjoy themselves, be authentic to who they are but also be rewarded for their efforts whilst learning and having fun.

​

toob values diversity and inclusivity and we welcome applications from all backgrounds, experiences and abilities. If you’re excited about this role but unsure if you meet every requirement, we encourage you to apply.

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Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application