IT Request Team Leader

The Request Fulfilment Team Leader is responsible for leading a team of IT Request Engineers in the effective delivery of high-quality technical support to ensure the smooth operation of customers' computer systems. This includes responding to email and phone support requests, performing both reactive and proactive maintenance, and contributing to IT projects. The role primarily involves remote support, with some onsite assistance as needed, to maintain business continuity.

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They ensure that customer requests are managed efficiently, agreed service levels are achieved, and communications consistently reflect Evolve IT’s values. The role combines day-to-day operational leadership with people management, technical escalation, service improvement, and responsibility for maintaining high standards of governance, security, and documentation.

Key Objectives, Principal Responsibilities & Accountabilities:

Team Leadership and Development

• Lead, support, and develop the IT Support Engineers, setting clear objectives and managing performance, attendance, training, and wellbeing.

• Allocate workloads and resources effectively, promoting a collaborative, accountable, and customer-focused team culture.

Request Fulfilment and Incident Management

• Oversee the delivery of service requests, incident resolution, maintenance, and project activities.

• Monitor ticket queues and act as the escalation point for complex, high-impact, or overdue issues.

• Ensure customers receive effective remote and onsite support, with clear and timely communication.

Service Delivery and Performance

• Monitor SLA achievement, backlogs, response times, resolution times, ticket quality, and customer satisfaction.

• Ensure scheduled servicing, maintenance, and proactive support activities are completed as required.

• Produce and review service performance information, taking action where standards are not being met.

Service Improvement and Documentation

• Identify recurring incidents and service trends, implementing permanent solutions and improvements where possible.

• Ensure service desk records, technical documentation, knowledge articles, and asset information are accurate and up to date.

• Encourage knowledge sharing and continually seek opportunities to improve service quality and efficiency.

Customer and Stakeholder Engagement

• Maintain positive working relationships with customers, colleagues, suppliers, and other stakeholders.

• Ensure all customer communications are professional and reflect Evolve’s values.

• Attend relevant meetings and support the delivery and promotion of Evolve IT services.

Governance, Security, and Asset Management

• Ensure the team complies with Evolve’s policies, procedures, information-security requirements, and health and safety standards.

• Oversee the safe use, secure storage, and accurate management of IT hardware, software, licences, and electronic assets.

• Support audits, compliance reviews, and the prompt escalation of security or operational risks.

Qualifications, Skills & Experience

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Essential Experience and Knowledge

Experience working in an IT service desk, technical support, managed service, or similar service-delivery environment.

Experience supervising, mentoring, or leading technical employees.

Good working knowledge of request fulfilment, incident management, escalation, and service-level management.

Experience managing service desk workloads, priorities, backlogs, and competing customer requirements.

A sound understanding of IT infrastructure, end-user computing, hardware, software, networks, and remote-support technologies.

Experience maintaining accurate ticket records, technical documentation, and knowledge resources.

Understanding of information security, data protection, asset management, and safe working practices.

Experience identifying service trends, recurring incidents, and opportunities for improvement.

Strong customer-service experience, including the management of difficult or sensitive situations.

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Desirable Experience and Knowledge

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Experience leading engineers within a managed service provider or education-focused IT environment.

Knowledge of ITIL or another recognised IT service-management framework.

Experience coordinating major incidents, technical changes, maintenance programmes, or IT projects.

Experience using service-management reporting and performance data.

Experience supporting apprentices or structured technical-development programmes.

A relevant technical, leadership, or service-management qualification.

Why Evolve?

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At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far