IT & AI Support

Our client are a professional services firm going through a period of significant technological change, with a growing focus on secure, responsible and people-centric AI adoption. This role sits within our Tech & AI Adoption Team and offers the opportunity to combine hands-on technical support with genuine influence over how AI tools such as Microsoft Copilot and agentic solutions are adopted across the business. The Supervisor provides operational leadership for the support function, acting as the bridge between strategic AI initiatives and front-line delivery. The role combines service desk supervision, technical support, AI advocacy and people development, and deputises for the Adoption Manager in their absence., Support desk operationsSupport day-to-day operation of the Tech & AI support deskAct as an escalation point for complex technical issues and help coordinate workloadsDeputise for the Adoption Manager when requiredTroubleshoot Microsoft 365, Windows, hardware, software and meeting room technologyMonitor recurring issues and contribute ideas for continuous improvement AI adoption and innovationAct as an advocate for AI, automation and emerging technologies across the firmSupport adoption of Microsoft Copilot, agentic solutions and other AI-powered toolsHelp colleagues apply AI tools effectively, responsibly and confidentlyIdentify opportunities where AI and automation can improve efficiency and service deliverySupport pilots, testing and rollout of new technologiesDevelop AI guidance, learning materials and best-practice documentation Technology adoption and user supportCreate and maintain user guides, knowledge articles and support materialsSupport the technology elements of onboarding and inductionProvide informal coaching on new tools and technologiesTranslate technical and AI concepts into clear, practical guidance for varied audiences Team contributionProvide day-to-day guidance and support to colleagues within the support teamContribute to a collaborative, service-focused team cultureSupport onboarding and development of new team membersMaintain confidentiality, discretion and good judgement; adhere to information security policy

EssentialExperience in an IT support, service desk or technology support environment, including mentoring or supervisory experienceDemonstrable interest in AI, automation and emerging technologiesStrong Microsoft 365 knowledge, including Microsoft Copilot or comparable AI toolsGood troubleshooting and problem-solving skillsExperience helping colleagues adopt new technologies or ways of workingAbility to explain technical and AI concepts simply and practicallyStrong communication, interpersonal and organisational skillsSelf-motivated, proactive and comfortable working under pressure DesirableExperience supporting AI adoption or digital transformation initiativesExperience creating training content or technology communicationsKnowledge of Microsoft Copilot Studio / Power PlatformExperience piloting or testing emerging technologiesExperience with Windows Server, Entra ID, Endpoint Manager, information security (ISMS) or DMS platformsExperience in professional services or a legal environmentRelevant technology certifications (e.g. CompTIA, ITIL)