Regional IT Lead

London, Greater London, England · London · 5+ years experience · Hybrid · Posted Sep 29, 2026

At a glance

The Regional IT Team Lead is the backbone of day-to-day service delivery execution across their region.
This role exists to protect the integrity of the support queue, shield analysts from chaos, and ensure every ticket is handled with quality and urgency.
This is a tactical leadership role that bridges the gap between frontline support and IT management.

Monitor the unassigned queue continuously to prevent backlog from forming.
Enforce fair ticket distribution and prevent cherry-picking across the team.
Reassign and reprioritize work in real time based on urgency, analyst capacity, and SLA risk.
Ensure SLAs are met at the team level and escalate proactively when breach risk is identified.
Lead the regional response during outages and major incidents, serving as the primary coordinator.
Drive timely and accurate communication updates to stakeholders throughout an incident lifecycle.
Escalate appropriately to the IT Manager or global teams when scope or severity demands it.
Audit ticket documentation regularly to ensure completeness, accuracy, and consistency.
Ensure Knowledge Base articles are created for new or recurring issues to reduce repeat tickets.
Track and report on First Contact Resolution rates and surface trends to the IT Manager.

5+ years of experience in IT support or a related end-user services role.
Strong troubleshooting skills across end-user hardware, software, and connectivity.
Ability to make sound, rapid decisions under pressure during outages or escalations.
High emotional intelligence with a track record of effective coaching and team development.
Excellent communication skills — clear, calm, and credible across all levels of the organization.
Experience working within ITSM frameworks and a solid understanding of SLA management.

ITIL Foundations certification or equivalent service management training.
Prior experience in a formal team lead or shift lead capacity within an IT service desk.
Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms.
Experience supporting a globally distributed workforce across multiple time zones.

This is a hybrid role from the London office.
For training purposes you will be asked to work onsite Monday - Friday for the first 90 days.