About this role
Salary: £30,000 - 40,000 per year
Requirements
- Previous experience in an IT Team Leader, Technical Team Lead, Service Desk Lead, Senior IT Support, or similar position
- Experience overseeing the day-to-day workload of an IT support or technical team
- A strong technical foundation and confidence handling escalated technical issues
- Experience in an MSP, managed services, or client-focused IT environment is highly advantageous
- Experience supporting larger or complex client environments
- Strong client-facing and relationship management skills
- Ability to explain technical information clearly and without unnecessary jargon
- Excellent organisation and prioritisation skills
- Ability to remain calm and make effective decisions in a busy support environment
- Proactive, solutions-focused approach
- Experience with Microsoft 365 and Azure is advantageous
- Genuine interest in technology and helping customers get the best from their IT environment
- At least 2 years of leadership experience
- Must live in or near Swansea, UK, and be able to commute to or relocate to Swansea SA1 1NW
- Work is in person
Responsibilities
- Take ownership of the day-to-day running of the technical support team
- Allocate and prioritise team workloads according to client needs, urgency, and available resources
- Monitor outstanding tickets, response times, and service levels
- Escalate and help resolve complex technical and customer issues
- Guide, support, and mentor technical team members
- Promote clear communication and a collaborative team environment
- Identify recurring issues, operational challenges, and process improvements
- Work with management on workload, performance, and resourcing
- Help the team deliver professional, customer-focused service
- Serve as the primary contact for a key client and build a trusted relationship
- Understand the clients business, technology needs, and priorities
- Coordinate day-to-day support and direct issues to appropriate technical resources
- Keep the client informed about progress, priorities, and expected timelines; manage expectations and maintain agreed service levels
- Participate in client meetings and service reviews as needed
- Identify recurring client problems and opportunities to improve their IT experience
- Coordinate with internal technical teams to provide consistent, proactive client service
- Provide technical guidance and support to the team
- Troubleshoot issues across modern IT environments, including Microsoft technologies, cloud platforms, and business IT systems
- Support technical changes, improvements, and projects
- Liaise with engineers, vendors, and third parties as needed
- Maintain familiarity with key clients technical environments and requirements
- Communicate technical issues clearly to technical and non-technical stakeholders
- Build customer confidence through clear conversations, translate technology into business value, and collaborate to resolve problems proactively and carefully
Technologies
- Active Directory
- Azure
- Cloud
- Hardware
- Hyper-V
- Support
- Microsoft 365
- VMware
- Veeam
- Windows
- Office 365
More
We are Ever Nimble, a managed service provider that prioritises clear communication, customer service, and becoming an extension of our customers teams. We are seeking an IT Team Leader based in Swansea, UK. Our teams are located in Swansea, Melbourne, Gold Coast, Calgary, and Perth. We offer full-time, part-time, casual, job-share, and school-hours arrangements, plus half a day of professional development each week. We are Great Place to Work certified and were named among Australias Best Workplaces in Technology in 2023; we were also named Kaseya MSP of the Year. Benefits include 48 days per year of work-from-anywhere allowance, birthday leave and bonus days for parents, social events, travel opportunities, training and performance incentives, experienced colleagues to learn from, store discounts, additional leave, casual dress, company events, discounted or free food, flu vaccinations, parking, sick pay, and work-from-home options. The annual salary is £30,000–£40,000. The role uses technologies including Microsoft 365, Azure, Active Directory, Windows Server, Hyper-V, VMware, Fortinet, networking and firewalls, Veeam, Datto, automation tools, and IT hardware.
last updated 44 week of 2026