IT Support Team Lead

The Role 

We are looking to hire a skilled IT Support Team Lead to act as an escalation and focal point of our company IT desktop and application support function. You will work in conjunction with both the Head Of IT Security & Operations and the wider IT support team to provide day-to-day leadership for the IT support team in providing first class support to our users with hardware and software issues.  You will be required to work across multiple sites, leading the team and  assisting with user account and hardware setups, hardware installations, software upgrades, systems integrations, bespoke business application support and all user-facing IT-related issues.

To ensure success as an IT Support Team Lead, you should have prior experience in leading or as a senior member of an IT support function, have extensive knowledge of home and office systems, experience supporting bespoke business applications, excellent problem-solving skills and high-level interpersonal skills. A top-class support engineer who can lead by example.

Responsibilities

Oversee the day-to-day operations of the IT support team.Act as a senior support engineer and extension of the support team. Provide direct supervision to the team including evaluations, 1-2-1’s, mentoring, and all other line management responsibilities. Be the point of contact for technical support escalations. Record and track SLA’s and support team workflows, taking responsibility for meeting SLA targets for yourself and the wider team. Work with the Head Of IT Security & Operations to identify improvements to support technical process and team efficiency. Provide expert assistance to our customer operations teams in relation to the company’s bespoke internal and customer facing applications.

• Respond to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call.
• Troubleshooting hardware and software issues. Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Providing training in computer operation and management to our end users.
• Take ownership of upskilling and training the other members of the IT Support function.
• Set up office equipment and assist with office and team relocations.
• Set up new equipment and accounts for new joiners to the business.
• Assist with the management and maintenance of user accounts across multiple platforms.
• Take ownership of managing and maintaining the asset register.
• Provide feedback on processes and help improve these using previous experience.
• Generate documentation on processes and procedures relating to business IT support.
• Be part of an on-call rota.

The role will lead a team across multiple offices.  Whilst the primary location will be on-site in the London office, some travel to our other sites, especially Cardiff, Manchester and Brighton, will be required.

About you

• Proven work experience as an application, desktop or IT support engineer or support technician in a senior or lead capacity.
• Excellent communicator both oral and written.
• A ‘people person’, able to lead by example and gain support and trust of your team and senior stakeholders.  
• Ability to act as a technical escalation point for an IT support function.
• Able to lead by example as an extension of the support team as well as giving direction, feedback and mentoring to the team.
• Ability to communicate processes and procedures clearly and accurately, verbally and in writing.
• Experience of delivering a high level of customer service.
• Knowledge of popular operating systems, software applications, and remote connection systems:
• Microsoft Windows 10/11Azure Active Directory
• Google Workspace
• Slack
• Jira
• Office 365
• Intune
• Autopilot
• Mac OS
• Bespoke Application support
• Data administration
• Demonstrable knowledge of structured query language (SQL)
• Experience with OS patching upgrade management.
• Appreciation of working within IT Security frameworks such as ISO27001, NIST
• Advanced knowledge of computer hardware systems (Dell laptop and desktops preferred).
• Ability to solve complex hardware and software issues.
• Ability to travel and work after hours when necessary.
• Be part of an on-call rota covering out of hours support.
• Excellent interpersonal skills.
• Good written and verbal communication skills.
• Microsoft or IT-related certifications (ITIL, CompTIA, etc) preferred.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.