Level 2 Technical Team Leader

Technical Team Leader
Join a growing national IT consultancy where people, technology and customer service come first.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.
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.
About the RoleAs 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.
This role combines leadership with technical expertise and offers the opportunity to influence both team culture and operational excellence.
Key Responsibilities
Team LeadershipLead, coach and motivate a team of technical professionals.Foster a positive, engaged and high-performing team culture.Conduct regular one-on-one meetings, performance reviews and coaching conversations.Develop and manage Performance Development Plans.Mentor team members and support their professional growth.Manage recruitment, onboarding and offboarding processes.Monitor and achieve team KPIs and service delivery targets.Approve timesheets and manage team productivity.Resolve team conflicts and manage client escalations.Hold team members accountable for agreed outcomes.Facilitate regular team meetings and communication.

Technical SupportProvide Level 2 technical support remotely and onsite when required.Respond promptly to support requests via tickets and phone.Deliver exceptional customer service with a proactive approach.Diagnose and resolve complex technical issues.Escalate incidents where appropriate.Investigate and resolve automated alerts and monitoring notifications.Maintain accurate documentation of incidents, requests and resolutions.Follow established processes and best practices.Represent Priority Networking professionally while working with clients.
About You
You'll be a technically capable leader who enjoys helping others succeed while maintaining high service standards.
You'll have:Previous experience leading or mentoring an IT support team.Experience working within a Managed Service Provider (MSP) environment (highly regarded).Excellent communication and interpersonal skills.Strong time management and organisational abilities.A proactive, solutions-focused mindset.The ability to manage competing priorities in a fast-paced environment.Strong relationship-building and stakeholder management skills.High attention to detail.A continuous improvement mindset.
Technical SkillsYou'll have strong experience with:Microsoft Windows Server and Desktop environments.Microsoft 365 and Office applications.VMware and/or Hyper-V virtualisation.Hardware troubleshooting and diagnostics.Voice and data networking technologies.General infrastructure support and troubleshooting.
Desirable QualificationsDegree in Information Technology, Computer Science or related discipline.Microsoft, VMware, Cisco, Cyber Security or other relevant industry certifications.Previous customer service or IT support experience within an MSP.Strong understanding of networking concepts and protocols.