IT Support Team Lead

INTO University Partnerships London, United Kingdom IT

Company Description

INTO's mission: Transforming international student academic and career success through exceptional university partnerships.

Position

Location: INTO London (On-Site)

Salary: £28,000 - £35,000 Inclusive of London Weighting

Band D

Contract Type: Permanent

Are you an experienced IT professional with a passion for customer service and team leadership? Do you have the technical expertise to support staff and students in a dynamic educational environment? We want you to join our team!

We are looking for an IT Support Team Leader to lead the IT support function at our Middlesex Street site in London. As part of the UK IT Systems Team, you will play a key role in ensuring that our IT systems, infrastructure, and services run smoothly for our staff, students, and remote users.

About the Role:

As the IT Support Team Leader, you will manage the day-to-day operations of the IT helpdesk, providing technical support and overseeing a small team of IT Support Technicians. You'll be responsible for delivering first and second-line support to staff and students, resolving a wide range of technical issues related to hardware, software, AV equipment, and classroom technology. You'll also play a leading role in developing and improving our IT systems and processes across the organisation.

You will work closely with the Senior Facilities Manager and collaborate with other IT teams to ensure that service levels are met and that users receive timely, professional support. The role also includes training staff and students, managing IT infrastructure and systems, and providing leadership and guidance to your team.

Key Responsibilities:

• Helpdesk & Technical Support:
  • Lead the IT helpdesk, ensuring the provision of high-quality support to staff and students at the Middlesex Street site and across remote locations.
  • Provide troubleshooting and technical assistance for hardware, software, AV technology, Microsoft Office 365 Suite, SharePoint, OneDrive, and other central systems.
  • Develop and maintain documentation, user guides, and FAQs to help users resolve common issues independently.
• IT Systems & Infrastructure Management:
  • Manage user accounts, permissions, and security for both On-Prem AD and Azure AD environments.
  • Oversee the day-to-day operations of Microsoft 365 admin centres (Security, Endpoint Manager, Teams, SharePoint, etc.).
  • Monitor and maintain the LAN, wireless LAN, network switches, firewalls, and web filters.
  • Handle system backups, restores, and hardware maintenance, ensuring operational efficiency.
• Training & Development:
  • Deliver 1-1 training and support on Office 365 tools and systems, including email management, file sharing, and collaboration tools.
  • Assist in training staff and students on using the Virtual Learning Environment (VLE) and other academic tools.
• Lead, motivate, and mentor a team of IT Support Technicians.
• Ensure appropriate cover for the IT team during holidays and absence, maintaining high service standards.
• Monitor service level agreements (SLAs) and ensure that they are met.
• Additional Duties:
  • Provide emergency out-of-hours support when required, including disaster recovery for IT systems and infrastructure.
  • Attend UK Systems and Infrastructure meetings and collaborate with other centres to ensure the smooth operation of IT services across the network.

Why Join Us?

• Impactful Work: You'll be supporting a vital educational service, helping students and staff access and use technology effectively.
• Development Opportunities: We offer ongoing professional development, including training and exposure to new technologies.
• Collaborative Environment: Work within a friendly, supportive team where your contributions make a real difference.
• Competitive Salary & Benefits: We offer a competitive salary and benefits package, with flexibility and room for career growth.

If you're ready to take on an exciting leadership role in IT support and make an impact in an innovative educational environment, we'd love to hear from you!

To apply: Please send your CV and a cover letter outlining your relevant experience and why you're interested in the role.

Requirements

• Experience:
  • Experience in IT support or a similar technical role, with a solid understanding of first and second-line support.
  • Background in managing IT infrastructure and systems, particularly Microsoft 365, Azure AD, networking, and server management.
  • Experience leading or managing a team, with a focus on customer service and team development.
• Technical Skills:
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Familiarity with managing AV technology and providing support in a teaching/learning environment.
  • Knowledge of disaster recovery processes and system backup strategies.
• Communication:
  • Strong verbal and written communication skills to explain complex IT concepts to non-technical users.
  • Ability to produce clear documentation and user guides.
• Flexibility & Availability:
  • The ability to work outside of standard hours, including weekends and occasional travel within the UK as needed.