Join a growing national IT consultancy where people, technology and customer service come first.
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We're looking for an experienced Technical Team Leader who is passionate about technology, enjoys developing people, and thrives in a fast-paced environment. This is an excellent opportunity for a senior technical professional ready to step into a leadership role or an experienced Team Leader looking to make a real impact.
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At Priority Networking, our philosophy is simple – get IT right the first time. We believe investing in our people, fostering collaboration, and supporting work-life balance creates a high-performing team and outstanding outcomes for our clients.
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About the Role
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As our Technical Team Leader, you'll lead and develop a team of technical professionals while remaining hands-on with complex Level 2 support. You'll be responsible for driving team performance, mentoring staff, managing client escalations, and ensuring exceptional service delivery.
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This role combines leadership with technical expertise and offers the opportunity to influence both team culture and operational excellence.
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Key Responsibilities
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- Lead, coach and motivate a team of technical professionals.
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- Foster a positive, engaged and high-performing team culture.
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- Conduct regular one-on-one meetings, performance reviews and coaching conversations.
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- Develop and manage Performance Development Plans.
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- Mentor team members and support their professional growth.
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- Manage recruitment, onboarding and offboarding processes.
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- Monitor and achieve team KPIs and service delivery targets.
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- Approve timesheets and manage team productivity.
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- Resolve team conflicts and manage client escalations.
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- Hold team members accountable for agreed outcomes.
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- Facilitate regular team meetings and communication.
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Technical Support
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- Provide Level 2 technical support remotely and onsite when required.
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- Respond promptly to support requests via tickets and phone.
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- Deliver exceptional customer service with a proactive approach.
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- Diagnose and resolve complex technical issues.
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- Escalate incidents where appropriate.
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- Investigate and resolve automated alerts and monitoring notifications.
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- Maintain accurate documentation of incidents, requests and resolutions.
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- Follow established processes and best practices.
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- Represent Priority Networking professionally while working with clients.
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About You
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You'll be a technically capable leader who enjoys helping others succeed while maintaining high service standards.
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You'll have:
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- Previous experience leading or mentoring an IT support team.
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- Experience working within a Managed Service Provider (MSP) environment (highly regarded).
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- Excellent communication and interpersonal skills.
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- Strong time management and organisational abilities.
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- A proactive, solutions-focused mindset.
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- The ability to manage competing priorities in a fast-paced workplace.
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- Strong relationship-building and stakeholder management skills.
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- High attention to detail.
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Technical Skills
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You'll have strong experience with:
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- Microsoft Windows Server and Desktop environments.
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- Microsoft 365 and Office applications.
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- VMware and/or Hyper‐V virtualisation.
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- Hardware troubleshooting and diagnostics.
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- Voice and data networking technologies.
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- General infrastructure support and troubleshooting.
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Desirable Qualifications
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- Degree in Information Technology, Computer Science or related discipline.
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- Microsoft, VMware, Cisco, Cyber Security or other relevant industry certifications.
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- Previous customer service or IT support experience within an MSP.
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- Strong understanding of networking concepts and protocols.
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