IT Support Lead - Southampton

We're looking for an IT Support Lead to own the delivery, quality and continuous improvement of a proactive managed IT support service. You'll lead first and second-line support, oversee Microsoft 365 endpoint management, build automation and runbooks, improve service reporting, and help scale the service from pilot to General Availability.

You'll need strong hands-on experience with Microsoft Intune, Entra ID, Defender for Business, Windows 11 and macOS device management, ITSM/ticketing operations, SLA-driven support and people leadership.

This role suits someone who is client-facing, data-driven, calm under pressure, prevention-focused and comfortable leading a support function in a growing MSP environment.

What you'll be doing

As IT Support Lead, you will:

• Own day-to-day first- and second-line IT support, ensuring incidents are logged, triaged, escalated and resolved within agreed SLAs.

• Act as the single point of engagement at service boundaries, coordinating across network, hardware, software and vendor teams to drive issues through to resolution.

• Build, govern and improve automated remediation runbooks and quality gates to increase pre-ticket resolution.

• Drive a prevention-first support model focused on reducing recurring demand and improving the end-user experience.

• Oversee proactive endpoint management, including OS and third-party patching, compliance enforcement, device health monitoring, asset inventory and remote lock/wipe.

• Lead customer onboarding activity, including readiness checks, estate discovery, scope definition, tooling deployment and self-service portal enablement.

• Own joiner, mover and leaver workflows for supported customers

• Maintain live service reporting and support quarterly service reviews, including visibility of user disruption and service performance.

• Lead, supervise and develop IT Support analysts and early-career support resources within agreed capacity guardrails.

• Work with Product, Commercial, SMW and Security colleagues to take the service from MVP pilots into wider-scale service delivery.

You'll be a strong fit if you have hands-on experience in modern IT support, endpoint management and service leadership.

You should bring:

• Strong Microsoft 365 endpoint management experience, particularly Microsoft Intune, Microsoft Entra ID and Microsoft Defender for Business.

• Experience managing Windows 11 and macOS devices, including patching, compliance, health monitoring, remote lock/wipe and asset inventory.

• Experience running an ITSM or ticketing operation against defined SLAs, including incident, request and problem management.

• A strong automation mindset, with experience designing or operating runbooks, self-service and repeatable processes that reduce recurring support demand.

• Confidence using an ITSM system of record, such as Salesforce, alongside metric-driven reporting and dashboards.

• Proven people leadership experience, including supervising, developing or line-managing support staff or early-career team members.

• Strong client-facing communication skills, with the ability to own relationships at technical boundaries and present service performance clearly.

• A calm, organised and quality-focused approach under pressure.

• A data-driven approach to service improvement, using metrics to reduce ticket volume and user disruption.

• Strong documentation discipline and the ability to create repeatable processes in a scaling service environment.

Desirable experience

The following would be advantageous but is not essential:

• Microsoft 365 Lighthouse.

• GDAP / CPOR delegated administration.

• Multi-tenant MSP delivery experience.

• Certifications such as MD-102 or ITIL Foundation.

The person we're looking for

You'll be someone who wants to improve the way support is delivered, not just manage the queue. You'll be comfortable working with customers, leading support analysts, improving processes, and using automation and data to reduce repeat issues.

You'll enjoy working in a fast-scaling service environment where excellent delivery, strong documentation and repeatable process are central to growth., If you're an experienced IT support professional with strong Microsoft 365 endpoint management skills, a passion for service improvement, and the confidence to lead people and customers, we'd like to hear from you.

This is an opportunity to shape and lead a growing managed support service from pilot stage through to wider rollout and scale. You'll have the chance to influence how the service operates, improve the customer and end-user experience, and build a support model focused on prevention, automation and measurable service quality.