IT Support Team Lead

Location: On site / Alcester B49, UK
Job Type: Permanent / Full-time
Sector and Subsector: Business Operations | ICT
Annual Salary range: from £35,000.00 to £40,000.00

IT Support Team Lead (Service Desk / IT Support)

Head of IT

Lead Rock’s day‑to‑day IT support function so colleagues can do their jobs with minimal friction, delivering a service that is reliable, low risk, and simple to run.

• Support leadership & Service Ownership: own the support front door: logging, triage, prioritisation, 3rd party escalation, and user communications
• Maintain a simple cadence: daily checks, weekly backlog review, monthly service themes
• Spot recurring issues and drive pragmatic fixes (not just closing tickets)

• Line‑manage the IT Support Desk Engineer: workload, priorities, coaching, and standards
• Ensure consistent customer experience: clear updates, calm handling, good follow-through
• Coordinate third‑party suppliers/MSP activity: escalations, chasing actions, service reviews
• Track issues that cross Rock + supplier boundaries to make sure nothing disappears

• Support joiners/movers/leavers and access control basics
• Help maintain device standards and patching hygiene (ensuring it’s happening + evidenced)
• Keep runbooks and knowledge articles current and actually usable
• Reduce repeat requests through standard responses and small process improvements

• Working in an IT support/service desk environment (senior 1st line or 2nd line level)
• Triaging and prioritising a ticket queue and driving work to closure
• Experience supporting Microsoft 365 in a business environment (Teams, Outlook, SharePoint/One Drive)
• Coordinating/escalating with third‑party IT suppliers and following through to resolution
• Producing clear user updates and maintaining professional ticket notes/documentation
• Previous experience leading, mentoring or acting as an escalation point for other support staff
• Experience using an ITSM/ticketing platform (e.g., Jira Service Management or similar)
• Experience reducing repeat issues via knowledge base articles/runbooks and simple process improvement
• Exposure to multi‑site / hybrid user support

• Company vehicle and business phone
• Company pension scheme
• Referral programme
• Sick pay
• 25 days annual leave plus bank holidays
• 24/7 Employee Assistance Programme

We embrace diversity and are committed to building an inclusive environment for all employees.