IT Support Lead

Role Summary - The IT Support Lead is responsible for overseeing the delivery of high-quality technical support to the business. This position carries increased responsibility, combining day-to-day support of internal teams with wider ownership of system administration duties and proactive management of IT processes. As the lead point of escalation, you will ensure complex technical issues are resolved efficiently while also guiding and mentoring junior colleagues. The role bridges the gap between operational needs and technical delivery, working closely with development and leadership teams to align IT services with business priorities. This step up requires strong technical capability, proven experience in 2nd line support, and the confidence to take greater ownership, leadership, and accountability across IT operations.

On successful completion of probationary period, this position will be direct report for the IT Support Technician. This is a management position, carrying responsibility not only for technical delivery but also for providing leadership, guidance, and support to the wider IT support team.

This role will be a hybrid position requiring 2-3 days a week at the Chippenham Head Quarters and adhoc to travel to Warminster and Bristol sites., Reporting directly to Head of Technical Operations you will be:

• Acting as the escalation point to our IT helpdesk technician, responding promptly to internal support tickets and service issues, as an escalation point within the tech team, potentially managing multiple enquiries, and balancing priorities. To provide in-depth troubleshooting of the Companies IT services.
• Working alongside wider Tech team to ensure the company's systems are performing correctly.
• Responsible for managing, maintaining, and troubleshooting our expanding IT Infrastructure across 3 sites.
• Supporting the IT Team in a technical capacity to deliver IT projects within time and budget. Supporting with building, testing and delivery of projects including implementation, issue diagnosis and fixes and upgrades. Researching and evaluating new technologies and solutions to improve IT systems and operations.
• Help develop and improve detailed process and procedure documentation to support IT operations proactively making recommendations to improve processes
• Prepare and maintain written technical documentation including system builds and configuration
• Produce reporting on system usage, uptime and tech department spend on a monthly basis and present to the Head of Technical Operations.
• Assist in supporting the Warehouse with technical support on the Peoplevox WMS software and testing new shipping integrations. Offering in person and remote second line support to Chippenham and Warminster warehouses as and when necessary.
• Supporting internal teams looking after Brightpearl ERP, Peoplevox WMS and various REST API based applications - Monitor quality and stability of existing interfaces and integration processes and troubleshoot issues, using tools such as performance monitor, event viewer, task manager, etc
• Take ownership of company Cyber Security projects, apply an understanding of cyber threats, hazards, risks, controls, measures and mitigation to protect organisations and people, ensuring compliance with relevant security standards, frameworks, and regulations.

Do you have experience in Microsoft Office?, * The ideal candidate will have a minimum of 2-3 years' experience in an IT operations position or similar role within e-commerce or retail industry and who is enthusiastic about technology.

• Ability to translate business requirements into technical requirements and liaise with developers.
• Strong MS Office skills across PowerPoint, Excel, and Word

Nice to have:

• Experience of an E-Commerce tech stack including cloud-based ERP systems and REST or SOAP API integration is preferred but not essential, and existing skills in IPaas or Power BI would be desirable; however, training will be provided.

Personal Skills and Competencies

• Excellent problem-solving and analytical skills, a strong can-do mentality and strategic mind-set, good interpersonal skills and the ability to communicate with colleagues at all levels.
• Drive a culture of excellence, accountability, and innovation
• Ability to work independently as well as collaboratively with a team to meet deadlines., * IT Operations: 2 years (preferred)

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• On-site parking
• Sick pay
• Work from home

Furniturebox is a fast-growing online furniture business. Our mission is to make beautiful homes possible for everyone, with ease, whatever your budget. We have a gorgeous range of stylish and practical furniture for all rooms, and a helpful team ready to answer any questions, with our 4.9 Trustpilot rating showing how much we care. Our fast, free next-day delivery with 8pm cut-off and our finance options mean our products can be in their new homes hassle-free. With big plans to become the best furniture company in the UK, USA and globally, we're all about the moments, the memories, and the feeling of truly being at home.