The End-User Support Team Leader is responsible for managing a team of Desktop Support Engineers to deliver high-quality 2nd-line support services. The role involves overseeing the support of standard desktop systems and specialised equipment, driving service improvements, ensuring a customer-focused approach, and fostering a collaborative team environment. Key Skills Strong technical expertise in desktop support (Windows, iOS, Linux, MacOS) and specialised configurations. Experience in managing and developing teams to deliver exceptional customer service. Familiarity with ITSM tools, ticketing systems, and KPI/SLA management. Excellent problem-solving and strategic-thinking abilities. Effective interpersonal and communication skills with a customer-focused mindset. Ability to plan, prioritise, and manage workloads for self and team. Knowledge of process improvement and performance monitoring. Desirable: Experience with Linux desktop environments. Responsibilities Manage a team delivering 1st and 2nd-line support for standard desktops and specialised equipment. Ensure incidents and service requests are resolved efficiently, utilising escalation processes as needed. Oversee resource allocation to maintain service continuity during peak periods. Act as an escalation point for complex issues and capture lessons learned. Drive technical skills development through training and development plans. Monitor SLA and KPI performance, analysing trends, and implementing improvements. Champion best practices and share knowledge to enhance operational maturity. Lead recruitment, appraisals, performance management, and staff well being initiatives. Establish and uphold high customer service standards, resolving escalated complaints. Produce performance reports with insights and resource recommendations. Lead or contribute to process improvement initiatives and IT projects. Perform on-call duties as required.