IT Support Lead
Role details
Job location
Tech stack
Job description
We're looking for an experienced IT Support Engineer to join our growing IT team. This is a senior, hands-on technical role acting as a secondary escalation point within the department.
This is not a line management position. Instead, the focus is on service stability, technical ownership, and driving continuous improvement across our IT services.
You'll play a key role in maintaining reliable systems that support operational efficiency and exceptional service, both of which are central to how we operate as an organisation.
What You'll Be Responsible For:
- Acting as a secondary escalation point for complex technical issues.
- Owning incidents end-to-end, ensuring timely resolution within agreed SLAs.
- Supporting and guiding Level 1 / 2 colleagues formally.
- Maintaining service stability across core infrastructure and business systems.
- Administering Microsoft 365 (Exchange, Teams, Sharepoint basics).
- Managing Active Directory (users, permissions, groups)
- Troubleshooting Windows endpoints and core networking issues (DNS, DHCP, TCP/IP)
- Producing and maintaining clear and accurate technical documentation.
- Supporting reporting maturity through operational data analysis.
- Contributing to service improvements, system implementations, and process refinement.
- Coordinating with third-party vendors where required.
Reporting & Data Capability:
We're keen to strengthen operational visibility within IT. As part of this role, you'll:
- Work confidently with operational and service data.
- Use tools such as SSMS, SSRS, or Power BI
- Query and interpret SQL-based data to support reporting and insight.
You do not need to be a developer, but confidence working with and interpreting data is strongly preferred.
Requirements
Do you have experience in IT support?, Essential Experience and Skills
- 3-5 years' experience in an IT support environment (Level 1 / 2)
- Strong service desk triage and SLA-based prioritisation skills
- Experience managing complex escalations
- Proven incident ownership through to resolution
- Solid Microsoft 365 administration experience
- Active Directory management experience
- Windows endpoint troubleshooting expertise
- Good understanding of networking fundamentals
- Experience producing technical documentation
Desirable
- Experience supporting ERP or other business-critical systems
- Basic PowerShell Scripting
- Experience contributing to system implementations
- Vendor management or coordination experience
We're looking for someone who:
- Is calm and structured during incidents.
- Communicates clearly with both technical and non-technical stakeholders.
- Understands the commercial impact of downtime and service disruption.
- Is comfortable guiding peers without formal line management authority.
- Takes ownership and looks for opportunities to improve how things are done.
Our mission is to provide unparalleled availability, exceptional service, and unmatched efficiency to our customers. Technology plays a critical role in delivering this.
You'll be joining a team that values innovation, transparency, and operational excellence - where your technical expertise will directly support business continuity and continuous improvement.
If you're ready to take ownership of complex technical challenges and help shape a stable, forward-thinking IT function, we'd love to hear from you., * Experience in Microsoft Administration
- Active Directory Experience
- Networking Fundamentals
Experience:
- IT support: 3 years (preferred)
Benefits & conditions
Job Types: Full-time, Permanent
Pay: £36,000.00-£39,000.00 per year, * Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home
