Wanstor

IT Support Lead – 1st Line Team

Wanstor

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £40,000 - £45,000 per year

Job Level

Senior

About the role

  • Provide Day-to-day management of the Service Desk function for a subset of customers
  • Drive the meeting of customer SLAs and an exceptional customer service,
  • Ensure tickets are logged accurately and call queues are managed efficiently,
  • Discover and diagnose customer issues effectively
  • Undertake a weekly review of team call queues
  • Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities
  • Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.
  • Ensure all staff have appropriate training and develop personal development plans to meet future requirements
  • Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts
  • Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
  • Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

Requirements

  • Strong background in IT support, with hands-on experience at a 2nd line level, ideally in a fast-paced or customer-focused environment
  • Solid understanding of ITIL principles, with practical experience across incident, problem, and change management processes
  • Demonstrated ability to take full ownership of stakeholder relationships and manage projects through to completion with confidence and accountability
  • Proactive approach to customer service, with a genuine drive to exceed expectations and deliver timely, effective support
  • Highly organised, with the ability to juggle multiple priorities, work independently, and maintain control in dynamic situations
  • A team motivator – brings positivity and energy to those around them, helping to foster a high-performance culture
  • Creative and analytical thinker with a solutions-focused mindset, always looking for better ways of doing things
  • Clear, confident communicator – comfortable handling challenging conversations and building trust with stakeholders at all levels
  • Excellent verbal and written communication skills, with strong attention to tone, clarity, and detail
  • Calm, professional and composed under pressure – leads by example and instils confidence in others
Benefits
  • 🌴 **Generous Time Off:** Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
  • 📚 **Continuous Learning:** Participate in regular lunch and learn sessions with both internal and external speakers.
  • 🌟 **Personal Development:** Take advantage of 5 paid days annually to pursue new skills or knowledge.
  • 🤝 **Volunteer Opportunities:** Contribute to your community with 2 paid volunteer days each year.
  • 🎉 **Team Spirit:** Join a friendly team and engage in various social events organised throughout the year.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT support2nd line supportincident managementproblem managementchange managementITIL principlescustomer serviceticket loggingperformance managementstaff training
Soft Skills
proactive approachhighly organisedteam motivatorcreative thinkeranalytical thinkerclear communicatorconfident communicatorattention to detailcalm under pressureleadership