{"id":3870213,"url":"https://alion.io/job/howden-it-support-team-lead","title":"IT Support Team Lead","company":{"id":708547,"name":"Howden","domain":"howdengroup.com","url":"https://alion.io/company/howdengroup-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":183,"ghost_share":0.016,"stale_share":0.153,"repost_share":0.098,"time_to_fill_p50_days":28,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom","Milton Keynes, United Kingdom","Witney, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-06T14:05:48Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T08:07:46Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Who are we?\nHowden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.\nPeople join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you’ll find like-minded people driving change at Howden.\nIT Support Team Lead\n\nThe IT Support Team Lead is responsible for leading the day-to-day delivery of IT support services, ensuring a high-quality end-user experience and effective resolution of technology issues across the business. This role provides operational leadership to the IT Support team, acting as a senior technical escalation point while ensuring service excellence, process compliance, and continuous improvement initiatives are successfully delivered.\nWorking closely with IT management, business stakeholders, and technology teams, the IT Support Team Lead manages support operations, monitors service performance, coaches and develops team members, and ensures support services align with business needs and service level commitments. The role combines technical expertise, people leadership, customer service excellence, and operational management to deliver dependable workplace technology services.\nLocation: Milton Keynes, Witney, London Office based 3 days per week.\nReporting Line: Global Service Delivery Manager\nTravel Requirements: Occasional travel to UK office locations as required.\nWork Pattern: Full Time, Permanent\nEssential Duties and Responsibilities\nInclude, but are not limited to:\nLead, mentor, coach, and develop IT Support SME’s, fostering a culture of accountability, teamwork, continuous improvement, and customer focus.\nManage the daily operations of the IT Support function, ensuring support requests, incidents, and service requests are handled efficiently and professionally.\nAct as the primary escalation point for complex technical issues\nMonitor team workloads, queues, and performance to ensure SLA’s and customer satisfaction targets are consistently achieved.\nConduct regular team meetings, one-to-ones, performance reviews, and development planning activities.\nCoordinate incident management activities and support major incident response when required.\nEnsure effective ticket management practices are followed, including accurate categorisation, prioritisation, documentation, and resolution tracking.\nDrive continual service improvement initiatives, identifying opportunities to optimise processes, automate repetitive tasks, and improve the user experience.\nMaintain and promote knowledge management practices, ensuring support documentation and procedures remain accurate and current.\nCollaborate with Infrastructure, Security, Applications, and Global IT teams to resolve cross-functional issues.\nSupport onboarding, offboarding, office moves, technology deployments, hardware refreshes, and business projects.\nMonitor support trends and operational metrics, producing performance reports and recommendations for improvement.\nEnsure compliance with IT policies, information security requirements, and company standards.\nAssist in resource planning, shift scheduling, and coverage management to maintain support service availability.\nSupport vendor relationships and escalate service delivery concerns where appropriate.\nPromote ITIL best practices across Incident, Request, Problem, Asset, and Knowledge Management disciplines.\nKnowledge, Skills and Abilities\nEducation & Experience\nBachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent practical experience.\nMinimum 5 years of experience in IT Support, Service Desk, Desktop Support, End User Computing, or related IT operations roles.\nMinimum 2 years of experience in a supervisory, senior analyst, or team leadership capacity.\nExperience supporting enterprise environments with multiple locations and diverse business functions.\nExperience working within ITSM frameworks and service-oriented support organisations.\nTechnical Skills\nStrong knowledge of Microsoft 365, Windows operating systems, Active Directory, Azure AD/Entra ID, Intune, and endpoint management technologies.\nExperience with ServiceNow or equivalent IT Service Management platforms.\nUnderstanding of networking fundamentals, mobile device management, printing, conferencing technologies, and workplace technology solutions.\nExperience troubleshooting hardware, software, cloud services, and collaboration tools.\nKnowledge of Incident, Request, Problem, Asset, and Knowledge Management processes.\nFamiliarity with endpoint security, identity management, and security best practices.\nLeadership & Business Skills\nProven ability to lead, motivate, and develop high-performing support teams.\nExcellent customer service and stakeholder management skills.\nStrong communication skills with the ability to engage effectively with both technical and non-technical audiences.\nExcellent organisational and prioritisation skills.\nStrong analytical and problem-solving capabilities.\nAbility to manage competing priorities and maintain service excellence under pressure.\nCustomer-focused mindset with a passion for delivering exceptional user experiences.\nCertifications (Preferred)\nITIL 4 Foundation.\nMicrosoft 365 Administrator, Endpoint Administrator, or related Microsoft certifications.\nServiceNow certification desirable.\nLeadership, coaching, or people management qualifications advantageous.\nKey Performance Indicators (KPIs)\nSLA Achievement.\nCustomer Satisfaction (CSAT).\nFirst Contact Resolution (FCR).\nTicket Backlog Management.\nIncident Resolution Times.\nEscalation Reduction Rate.\nKnowledge Article Creation and Utilisation.\nTeam Productivity and Quality Scores.\nService Improvement Delivery.\nEmployee Engagement and Development Metrics.\nAsset and Device Compliance.\nOperational Efficiency Improvements.\nWhat do we offer in return?\nA career that you define. At Howden, we value diversity - there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:\nOur successes have all come from someone brave enough to try something new\n\nWe support each other in the small everyday moments and the bigger challenges\n\nWe are determined to make a positive difference at work and beyond\n\nReasonable adjustments\nWe're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.\nIf you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application - if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.\n*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.\nPermanent","description_format":"text","description_chars":7348,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Vacation Rentals","Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-11-06T14:05:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:9","win:early","comp:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/howden-it-support-team-lead","json_url":"https://alion.io/job/howden-it-support-team-lead.json","meta":{"generated_at":"2026-11-08T11:08:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23923,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":708547},"rest":"https://alion.io/mcp/rest/get_company?id=708547"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhowden-it-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhowden-it-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhowden-it-support-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/howden-it-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhowden-it-support-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3870213}},{"tool":"search_jobs","arguments":{"company":"howdengroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3870213},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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