Lead IT Support Technician

IT Support Lead

Tailor Made Technologies, Winchester (On-site)

Overview of the Role

We are currently recruiting an experienced Site-Based Onsite IT Lead who will be based in Winchester at one of our fastest growing client sites. This role will join our established onsite engineering team, providing day-to-day IT support for our client with some leadership responsibilities mixed in. It would suit an experienced technical support engineer looking to take on a formal leadership role or an hand-on IT Manager looking for a change of environment.

You will bring your IT knowledge, customer service experience, and team coordination skills to deliver an efficient, approachable, and streamlined approach to resolving IT issues.

As the Onsite IT Support Lead, you will play a key role in supporting and guiding a small onsite team, while remaining actively involved in hands-on technical support. You will be expected to work on-site five days per week with occasional (paid for) travel to London to support the customers London office..

Key Responsibilities

As an Onsite IT Support Lead, you will act as both a senior technical resource and a point of coordination for the onsite team.

Responsibilities include:

Supporting and guiding the onsite support team on a day-to-day basis

Acting as an escalation point for technical issues where required

Coordinating incidents and service requests with the customer

Ensuring clear and effective communication between the client and support teams

Delivering excellent customer service through efficient ticket management

Providing first-line and second line fixes where possible

Escalating incidents appropriately when necessary

Managing and prioritising workload queues in line with SLAs

Supporting the service desk and wider IT teams when required

Assisting with project work and non-BAU tasks

Maintaining a proactive approach to improving service delivery and customer satisfaction

Skills & Experience

Core Experience

Experience working within an IT support or service desk environment

Experience providing guidance or informal leadership to team members

Familiarity with ticketing systems and incident management processes

Technical Skills (Desirable)

Experience in some of the following is beneficial (not all required):

Azure or AWS cloud

Windows Desktop configuration and support

Windows Server support

Microsoft 365 / Office 365

Microsoft Exchange

Active Directory administration

VMware

Citrix

Networking fundamentals

ITIL framework knowledge

Essential Skills & Behaviours

Strong communication and interpersonal skills

Organised and able to prioritise workload effectively

Customer-focused mindset

Team-oriented with a supportive approach

Proactive and self-motivated

Ability to remain calm under pressure

Problem-solving mindset with attention to detail

Ability to coach and support colleagues where needed

About Tailor Made Technologies

Tailor Made Technologies is a fast-growing technology company based in Whiteley, near Fareham. We are an award-winning Managed Service Provider supporting clients across the UK and Europe.

We pride ourselves on our strong team culture and commitment to delivering exceptional service. When you join us, you’ll be part of a supportive and forward-thinking environment where your development is actively encouraged.

Benefits

Competitive salary

Structured training and development programme

Collaborative and progressive working environment

25 days holiday plus bank holidays

Birthday day off

Health plan cover

IT purchasing scheme

Company pension