About the role
About the Role
We’re looking for a Support Team Lead with Service Delivery Management experience to take ownership of our support operations on client site in London, and help shape an outstanding service experience for our customers.
This hybrid role combines hands-on operational management with service delivery ownership, acting as the primary face of IT support for the customer, on the customer site in London. The successful candidate will lead a small onsite support team while coordinating closely with remote support functions to ensure a seamless, high-quality end-user experience across all support channels.
Location & Working Pattern
London W1 (office-based)
4 days per week in the office, with flexibility to work 1 day remotely
Monday to Friday, between 8:00am – 6:00pm
37.5 hours per week
You will be tasked with:
Leadership & Team Development
Lead, coach, and motivate a team to deliver high-quality support
Conduct performance reviews, set goals, and support career development
Deliver training, onboarding, and ongoing learning initiatives
Manage team schedules and ensure consistent coverage
Service Delivery & Operations
Managing a Tech Bar / walk-up support service.
Oversee incident and request management to meet SLAs and KPIs
Provide technical and procedural guidance to the team
Handle escalations and support complex issue resolution
Step in to assist during peak times when needed
Continuous Improvement
Identify and implement process improvements
Maintain and enhance documentation and knowledge bases
Ensure alignment with best practices (e.g. ITIL frameworks)
Stakeholder Engagement & Reporting
Act as a key point of contact for major incidents and escalations
Communicate effectively with internal teams and customers
Analyse performance metrics and present actionable insights
Lead team meetings and contribute to strategic planning
What we are looking for:
Experience & Skills
Proven experience in a team leadership or senior support role
Strong background in customer support, IT support, or service management
Familiarity with ITIL and service management tools
Excellent communication and stakeholder management skills
Leadership Qualities
Confident decision-maker with a focus on service excellence
Skilled in coaching, mentoring, and empowering others
Able to manage conflict and foster a positive team culture
Personal Attributes
Adaptable and resilient in a fast-paced environment
Strong problem-solving and critical thinking abilities
Effective time management and prioritisation skills
Collaborative mindset with the ability to work independently
A proactive approach to innovation and continuous improvement
Why Join Us?
Opportunity to shape a high-performing support team within our clients offices
Work in a collaborative, forward-thinking environment
Make a real impact on service quality and customer satisfaction
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