Digital Services Lead

Job Description

Salary: £32,500

Location:

Swansea/Cardiff

Contract:

Permanent, Full-time

Hours:

35 hours – (flexibility required, including occasional out-of-hours)

Start Date:

ASAP

We’re looking for a people-focused leader who happens to work in IT.

This is not a role for someone who simply keeps technology running. We’re looking for someone who can build relationships, inspire a small team, and champion excellent service across the firm.

As our Digital Services Lead, you’ll lead a close-knit team of three, acting as the bridge between technology and the people who rely on it every day. You’ll be highly organised, naturally proactive, and confident engaging with colleagues at every level of the business. You’ll enjoy taking ownership, solving problems, driving improvements, and ensuring our colleagues experience technology as an enabler rather than an obstacle.

If you’re the kind of person who sees an issue and fixes it before being asked, enjoys bringing people together to get things done, and thrives in a role where no two days are the same, we’d love to hear from you.

The ideal candidate won’t be waiting to be told what to do.

They’ll enjoy taking ownership, leading by example, building strong relationships, and finding better ways of working. They’ll be energised by helping people, comfortable making decisions, and motivated by seeing their team and the wider business succeed.

What Success Looks Like

In this role, you’ll:

• Build trusted relationships across the firm so colleagues see IT as approachable, responsive, and solutions focused.
• Create a positive, motivated, and high-performing team culture.
• Bring structure and organisation to the IT support function, ensuring work is prioritised effectively and delivered consistently.
• Take ownership of challenges, driving issues through to resolution rather than waiting for direction.
• Act as a champion for change, helping colleagues embrace new technologies and ways of working.
• Continually look for opportunities to improve the experience of both colleagues and clients through technology.

What Will You Be Doing?

• Supervising and supporting the IT team, helping colleagues prioritise their work, develop their skills, and deliver an outstanding service
• Championing innovation and supporting the firm's AI journey, helping colleagues adopt new technologies safely, confidently, and in ways that deliver real value
• Creating a positive and responsive support experience for colleagues across the firm, whether assisting face-to-face or remotely
• Building strong relationships across the business as a visible, approachable, and trusted IT leader who understands users' needs
• Bringing structure, organisation, and a proactive mindset to the day-to-day delivery of IT services
• Continuously reviewing and improving processes, administration, and ways of working to make IT more effective and user-focused
• Taking ownership of escalated issues, ensuring colleagues feel supported and informed until a successful resolution is reached
• Promoting positive technology habits, cyber security awareness, and a culture of shared responsibility across the firm
• Playing a key role in IT projects, service improvements, and technology rollouts that enhance the colleague experience
• Identifying opportunities to improve how IT supports the business, bringing fresh ideas and practical solutions that drive positive change

Who We’re Looking For:

• A natural relationship-builder who enjoys working with people and earning trust across the business.
• An organised and capable leader who can coordinate workloads, manage competing priorities, and keep a small team focused and motivated.
• A self-starter who takes initiative, identifies opportunities, and drives solutions without needing constant direction.
• Confident making decisions, taking ownership, and following through on commitments.
• An excellent communicator who can engage effectively with colleagues at all levels, from support staff to senior leaders.
• Passionate about delivering an exceptional internal customer experience.
• Comfortable working in a fast-paced environment where priorities can change quickly.
• Experienced in an IT support, customer support, service delivery, or…