Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a global IT support team, solving complex tech issues and mentoring staff.
- Company: Join Trustpilot, a leader in consumer trust with over 300 million reviews worldwide.
- Benefits: Enjoy flexible working, competitive pay, 25+ days holiday, and wellness perks like Headspace access.
- Why this job: Be part of a vibrant culture that values connection and diversity while making a real impact.
- Qualifications: Bachelor's degree or equivalent experience in IT, with 5+ years in support roles.
- Other info: We celebrate diverse backgrounds and encourage all to apply, even if you don't meet every requirement.
The predicted salary is between 36000 - 60000 £ per year.
The Lead IT Support Specialist is a crucial role within our international organisation, responsible for providing advanced technical support within the IT support team, which includes colleagues based in various global locations. This position involves resolving complex technical issues, mentoring support staff, both locally and remotely, contributing to the development of global support processes and documentation, and ensuring a high level of customer satisfaction. The Lead IT Support Specialist will act as an escalation point for challenging technical problems, and for stakeholders, and will play a key role in maintaining the efficiency and effectiveness of the IT support function.
What You’ll Be Doing
- Serve as the primary point of escalation for complex technical issues
- Provide advanced diagnosis and resolution for hardware, software, and system-related issues
- Mentor IT support staff, providing guidance and training
- Participate in the creation and implementation of IT support policies, procedures, and best practices
- Assist with onboarding and training of new employees
- Be responsible for IT hardware inventory and procurement
- Work with local stakeholders to ensure IT support needs are met day-to-day
- Ensure stable performance of conference room systems
- Take initiatives to further improve the services we provide to Trustpilot employees
Who You Are
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
- Minimum of 5 years of experience in IT support, with increasing levels of responsibility
- A solid understanding of, and experience with, IT support in an international organisation
- Experience with Windows 10/11, macOS, laptop provisioning, headset/audio troubleshooting, Google Workspace, Zoom and meeting room equipment
- You have in-depth knowledge of ITSM software
- Experience with ITIL framework or other IT service management methodologies
- Great interpersonal skills – you know how to connect with people and have effective communication skills
- Ability to guide, train, and motivate team members both locally and remotely, considering cultural differences
- Demonstrated proficiency in written and spoken communication, while being mindful of cultural differences and accommodating diverse communication styles
- Your approach to work is structured and with a positive, service-oriented attitude
What’s in it for you?
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday per year, increasing to 28 days after 2 years of employment
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist
- Pension and life insurance
- Health cash plan, online GP, 24/7, Employee Assistance Plan
- Full access to Headspace, a popular mindfulness app to promote positive mental health
- Paid parental leave
- Season ticket loan and a cycle-to-work scheme
- Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
- Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more
- Independent financial advice and free standard professional mortgage broker advice
- Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career
Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status.
Lead IT Support Specialist employer: Trustpilot
Contact Detail:
Trustpilot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead IT Support Specialist
✨Tip Number 1
Familiarise yourself with the ITIL framework and ITSM software, as these are crucial for the Lead IT Support Specialist role. Understanding these methodologies will not only help you in interviews but also demonstrate your commitment to best practices in IT support.
✨Tip Number 2
Showcase your experience in mentoring and training others, especially in a remote setting. Prepare examples of how you've successfully guided team members in the past, as this is a key responsibility of the role.
✨Tip Number 3
Highlight your problem-solving skills by preparing specific instances where you've resolved complex technical issues. Be ready to discuss your thought process and the impact of your solutions on customer satisfaction.
✨Tip Number 4
Research Trustpilot's culture and values, particularly their focus on diversity and inclusion. Be prepared to discuss how your personal experiences align with their mission and how you can contribute to a positive working environment.
We think you need these skills to ace Lead IT Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially in international settings. Emphasise your technical skills with Windows 10/11, macOS, and ITSM software, as well as any mentoring or leadership roles you've held.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT support and how your background aligns with the company's vision of trust. Mention specific examples of how you've resolved complex technical issues and mentored team members.
Showcase Communication Skills: Since effective communication is key for this role, provide examples in your application that demonstrate your ability to connect with diverse teams and stakeholders. Highlight any experience you have in training or guiding others.
Highlight Problem-Solving Abilities: Detail instances where you've successfully diagnosed and resolved challenging technical problems. Use metrics or outcomes to illustrate your impact on customer satisfaction and team efficiency.
How to prepare for a job interview at Trustpilot
✨Showcase Your Technical Expertise
As a Lead IT Support Specialist, you'll need to demonstrate your advanced technical skills. Be prepared to discuss specific complex issues you've resolved in the past, particularly those involving hardware and software. Highlight your experience with Windows 10/11, macOS, and ITSM software.
✨Emphasise Mentoring Experience
This role involves mentoring support staff, so share examples of how you've guided and trained team members before. Discuss your approach to fostering a positive learning environment, especially when working with diverse teams across different cultures.
✨Demonstrate Problem-Solving Skills
Prepare to discuss your problem-solving strategies for challenging technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing how you effectively escalated and resolved problems in previous roles.
✨Align with Company Values
Trustpilot values diversity and inclusion, so be sure to express your commitment to these principles. Share experiences that highlight your ability to work collaboratively in diverse teams and how you contribute to creating an inclusive workplace culture.
