IT Support Lead
IT Support Lead
Posted on :
26-07-2025
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1 Vacancy
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Job Description
Heres what youll be doing:
As an IT Support Lead you will lead our dedicated IT support this role youll be responsible for ensuring the efficient and effective delivery of IT support services to over 1000 colleagues globally who are our valued internal customers. Youll maintain high levels of user satisfaction continuously improve our support processes and play a crucial role in building a reliable and user-friendly IT environment that empowers our team to succeed. Youll also own our Freshservice ITSM platform manage part of the IT budget drive key roadmap objectives and bring extensive experience in Change Incident and Problem Management. Reporting directly to the BizOps Manager youll bring the perfect blend of interpersonal skills and strong technical finesse in a modern cloud environment comfortable dealing with stakeholders at all levels.
As our IT Support Lead youll:
- Lead a global team of IT Support and Service Desk Engineers fostering a culture of continuous learning and exceptional customer service.
- Own and optimise our Freshservice ITSM platform leveraging its capabilities for extensive automation improved efficiency and enhanced user experience.
- Drive excellence in Change Incident and Problem Management implementing best practices to ensure seamless IT operations.
- Manage a crucial part of the IT budget for support tools hardware and services demonstrating strong budgeting and procurement skills.
- Deliver on key strategic roadmap objectives contributing to the overall IT strategy and identifying areas for innovation within support.
- Act as an escalation point for complex technical issues providing hands-on support and troubleshooting in a modern cloud environment.
Were looking for someone who is:
- An experienced leader with 10 years in IT support and at least 5 years managing global teams supporting a large user base.
- A master of ITSM processes with extensive experience in Change Incident and Problem Management.
- Technically adept with strong finesse in a modern cloud environment comfortable supporting cloud-based applications and infrastructure.
- A strategic thinker with a proven track record of delivering key roadmap objectives through effective team leadership.
- An exceptional communicator who can comfortably engage stakeholders at all levels from end-users to senior leadership.
- Customer-centric dedicated to providing excellent service and continuously improving the overall user experience.
Our Tech Stack:
- Operating Systems: Windows macOS ChromeOS Linux
- Cloud: AWS Azure and GCP
- Networking: VMware SD-WAN Mist WiFi Meraki LAN Netskope SASE
- End-User Device Management: Microsoft Intune JAMF Google Workspace Omnissa Workspace One
- Identity & Access Management: Okta Google Workspace SSO SAML OIDC and SCIM integrations EntraID
- Collaboration: Google Workspace Zoom Slack
- Automation/IaC: GitHub PowerShell Bash Python Terraform
- Patching: Automox Nudge Autopatch
(We know its tough but please try to avoid the confidence gap. You dont have to match all the bullet points above to be considered for this role.)
We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive supportive place for you to be you and do your very best work.
If youre a seasoned IT professional eager to make a tangible impact elevate a global support function and work at the cutting edge of cloud technology this is your chance to shine. Join us and help shape the future of IT for a thousand-strong dynamic workforce where your technical leadership and problem-solving prowess will directly drive our success. Apply today.
About Simply Business
We insure small businesses and enable big dreams not just for our customers but for our people and communities too. With overactive insurance policies we protect builders bakers landlords and more than 1200 other trades.
Were a technology company as well as one that sells insurance. That means we build we fail we learn and we improve. Were a B Corp too which recognises our strong track record of having a positive impact on people society and the environment.
Why not check out our advert on YouTube: Simply Business TV advert 2024: Simply the Best
What are the benefits of working at Simply Business
We offer a great work-life balance where every team member has a manageable workload and the flexibility to work hybrid.
On top of the 25 days annual leave (plus bank holidays) we offer leave that suits your needs. Plus the option to buy five more days of holiday with your flexible benefits.
Our flexible parental leave allows you to approach an important time how you want with six months full pay to the primary caregiver and four weeks full pay if youre the secondary caregiver.
Our life event leave is an extra days leave every two years for those big moments in your life like moving house or your birthday. And as a thank you to our long-serving employees we offer a two week paid sabbatical after five years of service then four weeks off after ten years of service.
And our core benefits can put your mind at ease with private medical insurance through BUPA that covers any pre-existing condition. And a health cash plan that covers your everyday medical expenses.
We also make sure youre compensated fairly with a competitive salary based on your experience and the market were in. Plus the potential to earn an annual bonus based on performance.
Theres access to the tools to support your personal development with programmes on our dedicated learning platform. As well as support for your mental health with access to counselling.
Well match what you put into your pension up to five per cent. And pass on a tax-free sum thats four times your basic salary with our life assurance policy with the option to increase it to ten times through our flexible benefit scheme
Our salary sacrifice car scheme gives you the option to buy a brand new fully insured and maintained car for a convenient fixed monthly amount taken from your gross salary (after 6 months service).
And our flexible benefits scheme gives you an allocated amount to use each year on benefits like critical illness cover dental insurance travel insurance or a gym membership.
Ready to join us and drive our success as a high-performing team Apply today.
Employment Type
Full-Time
Key Skills
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