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# IT Support Lead

- **Company:** Arthur
- **Location:** London, United Kingdom
- **Experience:** Expert
- **Salary:** £60,000 - £75,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Business Systems, Information Technology Operations, Knowledge Management, Microsoft SharePoint
- **Published:** November 7, 2026
- **Apply:** https://www.careerboard.com/gb/en/find-jobs-in-United-Kingdom/-02B4412361D6D9C50E/

## About the Role

* Significant experience within IT Support, Service Desk or IT Operations environments
 * Experience leading support functions, service delivery activities or operational support teams
 * Strong ITIL knowledge and Service Management experience
 * Experience managing third-party suppliers and support partners
 * Microsoft 365 support experience including Entra ID, Exchange Online and SharePoint Online
 * Strong stakeholder engagement and communication skills
 * Passion for delivering exceptional customer service
 * Ability to explain technical concepts to non-technical audiences, * High levels of visibility across the organisation
 * Influence the future direction of support services
 * Modern technology environment
 * Strong investment in technology and change
 * Collaborative culture with excellent career prospects

## Description

A highly regarded and rapidly growing insurance organisation is seeking an experienced IT Support Lead to become the trusted face of IT across the business.
This is a fantastic opportunity for someone who combines strong IT Service Management expertise with outstanding stakeholder engagement skills. You'll play a central role in shaping the IT support experience, influencing service delivery, improving processes and becoming the go-to technology partner for colleagues across the organisation.

This is not a traditional management role. Instead, you'll lead through expertise, relationships and influence, helping to drive service excellence across both internal teams and third-party providers.
What you'll be doing:

 * Acting as the visible and approachable face of IT across the business
 * Managing and coordinating escalated support incidents and requests
 * Driving continuous improvement across support processes and procedures
 * Working closely with Infrastructure, Business Systems and Project teams
 * Managing relationships with outsourced support providers
 * Reviewing service performance and driving improvements
 * Defining and reporting on service metrics and user satisfaction
 * Supporting audit and compliance activities
 * Developing knowledge management and self-service capabilities
 * Supporting the transition of new technologies into BAU support