Technical Lead, IT​/Tech, IT Support

Our client is a UK business software company.

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.
The Technical Operations team is integral to our ITIL aligned service model, which leverages Service Now automation and agentic AI. We deliver a centralised, knowledge-driven shared service—engineered for speed, consistency, and technical excellence through systemised quality control and accessible, authoritative knowledge.

• Act as the named operational technical lead for a group of customers, building trust and maintaining deep familiarity with their estates, including critical infrastructure, key business services, and their interdependencies.
• Support Service Now CMDB data quality by advising on configuration item grouping, in alignment with the CSDM. Ensure estates are accurately mapped to support lifecycle awareness, operational planning, and service continuity.
• Routinely consult with pre-sales and account management about CIs approaching end of life and update risk registers as necessary.
• Maintain proactive engagement with internal delivery teams to ensure customer context is understood and reflected in the resolution of technical issues and service activity to drive servi...