IT Support Lead

Responsibilities

• Team management
• Manage and mentor our End User
• Support Specialist, setting clear priorities and supporting their growth.
• Own the day-to-day coordination of support tickets from creation to resolution, and act as the escalation point for complex or high-stakes issues, bringing enough technical depth to help identify root causes and permanent fixes.
• Get hands-on with end user support yourself, troubleshooting issues directly and role-modelling a strong service and support orientation for the team. This will be a significant part of your day-to-day.
• Build a high-performance, data-oriented culture within IT support.
• AI & automation
• Support the adoption of AI and automation across IT support workflows, from ticket triage to recurring processes, so the team works efficiently and spends less time on repetitive tasks.
• Proactively identify new tools and approaches to deliver more efficient, cost-effective IT support as the business evolves.
• Apply automation to your own processes and reporting where it makes sense.

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