IT Support Team Leader

About the role

An exciting opportunity for an experienced IT Support Team Leader to join a growing organisation that is heavily investing in its IT infrastructure. The role is primarily home‑based with 1‑2 days per week on‑site at the Rayleigh head office, reporting to the IT & Development Manager.

Key responsibilities

• Lead the day‑to‑day operation of the IT Support function.
• Manage, mentor and develop a team of IT Support Engineers.
• Oversee incident, problem and change management in line with service level agreements.
• Support implementation and ongoing management of a new ITSM helpdesk and change management platform.
• Maintain and support Microsoft Azure environments and related infrastructure.
• Handle user lifecycle activities such as onboarding, off‑boarding, hardware deployment and access provisioning.
• Collaborate with internal stakeholders to improve IT processes and service delivery.
• Produce service reports and performance metrics for senior management.
• Assist with delivery of IT projects and system improvements while promoting ITIL best practice.

Required profile

• Proven experience leading an IT Support or Service Desk team.
• Strong understanding of IT Service Management principles and ITIL frameworks.
• Experience working in a regulated environment with a focus on security.
• Ability to communicate effectively with both technical and non‑technical stakeholders.

Required skills

• ITIL
• ITSM (helpdesk platforms)
• Microsoft Azure
• Azure Landing Zones

What we offer

• Competitive salary between £50,000 and £65,000 per annum.
• Permanent full‑time contract (40 hours per week).
• Hybrid work model – remote with occasional office attendance.
• Opportunity to shape the future of the organisation’s IT Service Management capability.