Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.

Role Overview

The ICT Service Desk Senior (Team Lead) is responsible for ICT Technicians (2nd line), leading escalations for the Sureserve Service Delivery Team and managing projects the team is involved with. The role requires high quality technical support, systems maintenance, and service delivery across the organisation, as well as continual service improvement.

This role combines hands-on technical expertise with leadership and mentoring responsibilities of ICT Technicians (2nd line) to ensure ICT operations run smoothly, efficiently, and securely.

The ideal candidate will have strong technical skills across infrastructure, networking, and end-user support, coupled with the ability to manage workloads, prioritise incidents, and deliver outstanding customer service.

Key Responsibilities

• Lead, coach, and mentor a team of ICT support engineers and technicians.
• Manage daily operations of the ICT support team, including workload allocation, performance monitoring, and staff development.
• Act as the escalation point for complex technical issues and critical incidents.
• Conduct regular team meetings and performance reviews.
• Provide advanced technical support for hardware, software, network, and server issues.
• Oversee the installation, configuration, and maintenance of ICT systems, including desktops, laptops, mobile devices, general telephony, printers, and our MDM.
• Ensure adherence to ITIL processes for incident, problem, and change management.
• Monitor system performance and security, responding proactively to potential risks or failures.
• Lead or contribute to ICT projects, upgrades, system implementations and acquisition integrations
• Identify opportunities to improve processes, service delivery, and system reliability.
• Work closely with other ICT teams and departments to deliver integrated technology solutions.
• Document technical procedures, policies, and knowledge base articles.
• Ensure compliance with ICT policies, standards, and cybersecurity best practices.
• Support audits, risk assessments, and data protection initiatives.
• Maintain accurate asset and license management records.
• Collaborate with the operational team to assist with contract mobilisation and configuration.

Skills & Experience

• Knowledge of ITIL Processes
• Strong knowledge of Microsoft 365, Active Directory, Windows Server, networking (LAN/WAN/Wi-Fi), and virtualisation technologies.
• Experience with ICT service management (ITSM) systems and ITIL frameworks
• Leadership and team management
• Minimum 5–7 years of experience in ICT support, including at least 2 years in a supervisory or team lead role.
• Demonstrable experience managing complex incidents and service escalations
• ITIL Foundation
• CompTIA A+ (or equivalent)