IT Support Team Lead

Job Purpose: Lead Rock's day-to-day IT support function so colleagues can do their jobs with minimal friction, delivering a service that is reliable, low risk, and simple to run., Support leadership & Service Ownership.

• Own the support 'front door': logging, triage, prioritisation, 3rd party escalation, and user communications
• Maintain a simple cadence (daily checks, weekly backlog review, monthly service themes)
• Spot recurring issues and drive pragmatic fixes (not just closing tickets)

People Management

• Line-manage the IT Support Desk Engineer: workload, priorities, coaching, and standards
• Ensure consistent customer experience (clear updates, calm handling, good follow-through)

Supplier coordination

• Coordinate third-party suppliers/MSP activity: escalations, chasing actions, service reviews
• Track issues that cross Rock + supplier boundaries to make sure nothing disappears

Security /Risk Hygiene (Practical)

• Support joiners/movers/leavers and access control basics
• Help maintain device standards and patching hygiene (ensuring it's happening + evidenced)

Documentation & Continuous Improvement

• Keep runbooks and knowledge articles current and actually usable
• Reduce repeat requests through standard responses and small process improvements

• Working in an IT support/service desk environment (senior 1st line or 2nd line level)
• Triaging and prioritising a ticket queue and driving work to closure
• Experience supporting Microsoft 365 in a business environment (Teams, Outlook, SharePoint/OneDrive)
• Coordinating/escalating with thirdparty IT suppliers and following through to resolution
• Producing clear user updates and maintaining professional ticket notes/documentation
• Previous experience leading, mentoring or acting as an escalation point for other support staff
• Experience using an ITSM/ticketing platform (e.g., Jira Service Management or similar)
• Experience reducing repeat issues via knowledge base articles/runbooks and simple process improvement
• Exposure to multi-site / hybrid user support

Company Benefits:

• Company vehicle and business phone
• Company events & fun days
• Company pension scheme
• Referral programme
• Sick pay
• 25 days annual leave plus bank holidays
• 24/7 Employee Assistance Programme