IT Support Lead – Service Desk Management (Apple & Windows)

About the role

We are looking for an experienced and energetic IT Support Lead to own the delivery of IT support across our business. This hands‑on position combines strong technical expertise with a genuine passion for helping people, leading the service desk and managing a small team of engineers.

Key responsibilities

• Own and manage the day‑to‑day IT Service Desk function, acting as the senior escalation point.
• Lead, mentor and develop two IT engineers while ensuring high‑quality user support.
• Administer and maintain a predominantly Apple device estate (MacBooks, iPhones) using JAMF Pro, and manage a smaller Windows estate with Microsoft Intune.
• Handle starter, mover and leaver processes, software deployment, patching, provisioning and device lifecycle across both platforms.
• Support Microsoft 365, Entra ID, Teams and related services, and maintain endpoint security and asset management.
• Identify opportunities to improve support processes, automate repetitive tasks and evaluate AI‑driven solutions.
• Visit UK label offices regularly (approximately every three weeks) to provide on‑site support and ensure a consistent experience.

Required profile

• Several years of experience in IT support, service desk or end‑user technology roles.
• Proven experience leading, mentoring or supervising support engineers.
• Strong knowledge of Microsoft 365, Entra ID, Teams and endpoint management.
• Extensive experience supporting Apple devices in a business environment, including deep knowledge of JAMF Pro.
• Ability to work fully onsite in London and travel regularly to other UK offices.

Required skills

• JAMF Pro
• Microsoft Intune
• Microsoft 365, Entra ID, Teams
• Apple device management (macOS, iOS)
• Windows endpoint support
• Scripting languages: Bash, Python, PowerShell
• ZTNA platforms (Netskope, Zscaler)
• Video‑conferencing tools (Zoom, Teams)
• Network and infrastructure troubleshooting (Wi‑Fi, firewalls)