IT Support Lead

The IT Support Lead is responsible for overseeing daily IT support operations, leading the IT support team, and ensuring timely resolution of technical issues. This role combines hands-on technical expertise with leadership, process improvement, and stakeholder communication to deliver reliable IT services across MSI, Team Leadership & Operations

• Lead, mentor, and manage the IT support team (Service Desk / IT developments).
• Assign, prioritise, and track support tickets to ensure SLA compliance.
• Act as the escalation point for complex technical issues.
• Conduct coaching, training and produce clear documentation.

Technical Support & Troubleshooting

• Provide advanced (Level 2/3) support for hardware, software, network, and system issues.
• Support end-user environments including desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot issues related to operating systems (Windows/macOS/Linux), email, and productivity tools.
• Coordinate with vendors and third-party service providers when required.

Systems & Infrastructure Support

• Oversee user account management, access control, and permissions (e.g., Active Directory, Azure AD).
• Have a good understanding of the Microsoft Stack
• Good foundation of ERP software (Sage, IFS, SAP)
• Monitor and maintain IT systems, ensuring uptime, security, and performance.
• Assist with system upgrades, patching, and deployments.

Process Improvement & Documentation

• Develop and maintain IT support processes, policies, and standard operating procedures.
• Create and update technical documentation and user guides.
• Analyse recurring issues and implement root-cause solutions.

Security & Compliance

• Enforce IT security policies and best practices.
• Respond to security incidents and support audits as required.
• Ensure proper asset management and compliance with company standards.
• Good Knowledge of Cyber Certifications and Iso 27001

Stakeholder Communication

• Serve as the primary point of contact between IT support and business users.
• Provide regular reports on support metrics, incidents, and improvements.
• Communicate outages, maintenance, and resolution updates clearly and effectively.

Do you have experience in macOS?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or equivalent experience.

• 5+ years of IT support experience, with at least 1-2 years in a leadership or senior support role.
• Strong knowledge of desktop operating systems, networking fundamentals, and enterprise applications.
• Experience with ticketing systems (e.g., ServiceNow, Freshdesk, Connectwise).
• Excellent troubleshooting, communication, and customer service skills., * Industry certifications (ITIL, CompTIA A+/Network+/Security+, Microsoft, or similar).
• Experience with cloud services (Microsoft 365, Azure, Google Workspace).
• Knowledge of ITIL or other IT service management frameworks.

Key Skills & Competencies

• Team leadership and mentoring

• Problem-solving and analytical thinking

• Time and priority management

• Customer-focused mindset

• Strong written and verbal communication

At the forefront of modern defence, MSI-Defence Systems Ltd (MSI-DS) specialise in advanced Remote Weapon Stations for land-based counter-drone and naval applications, helping armed forces to stay ahead of rapidly evolving threats. With almost 140 years of defence manufacturing expertise, we deliver innovative, cost-effective solutions engineered to meet the most demanding and stringent operational requirements and as a trusted supplier to the UK Armed Forces and more than 40 militaries worldwide, our class-leading products surpass capability expectations whilst also offering unrivalled through-life in service support. We are currently in a phase of strategic growth, investing in new technologies, expanding our global footprint, and strengthening our position as a leader in next-generation defence systems. This growth is driven by our people. We are a people-centric organisation that values collaboration, innovation, and integrity, and we actively support work-life balance, continuous learning, and long-term career progression. Joining us means becoming part of a forward-looking business where your expertise is valued, your development is supported, and your work makes a real-world impact.