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- Tasks: Lead a global IT support team, ensuring top-notch service for over 1000 colleagues.
- Company: Simply Business insures small businesses and champions big dreams with a tech-driven approach.
- Benefits: Enjoy flexible hybrid work, generous leave, private medical insurance, and personal development support.
- Why this job: Make a real impact in IT while working with cutting-edge cloud technology in an inclusive culture.
- Qualifications: 10+ years in IT support, with strong leadership and technical skills in a cloud environment.
- Other info: We value diverse backgrounds and encourage everyone to apply, regardless of matching all qualifications.
The predicted salary is between 43200 - 72000 £ per year.
Here’s what you’ll be doing:
As an IT Support Lead you will lead our dedicated IT support team. In this role, you\’ll be responsible for ensuring the efficient and effective delivery of IT support services to over 1000 colleagues globally, who are our valued internal customers. You\’ll maintain high levels of user satisfaction, continuously improve our support processes, and play a crucial role in building a reliable and user-friendly IT environment that empowers our team to succeed. You\’ll also own our Freshservice ITSM platform, manage part of the IT budget, drive key roadmap objectives, and bring extensive experience in Change, Incident, and Problem Management. Reporting directly to the BizOps Manager, you\’ll bring the perfect blend of interpersonal skills and strong technical finesse in a modern cloud environment, comfortable dealing with stakeholders at all levels.
As our IT Support Lead, you’ll:
- Lead a global team of IT Support and Service Desk Engineers, fostering a culture of continuous learning and exceptional customer service.
- Own and optimise our Freshservice ITSM platform, leveraging its capabilities for extensive automation, improved efficiency, and enhanced user experience.
- Drive excellence in Change, Incident, and Problem Management, implementing best practices to ensure seamless IT operations.
- Manage a crucial part of the IT budget for support tools, hardware, and services, demonstrating strong budgeting and procurement skills.
- Deliver on key strategic roadmap objectives, contributing to the overall IT strategy and identifying areas for innovation within support.
- Act as an escalation point for complex technical issues, providing hands-on support and troubleshooting in a modern cloud environment.
We’re looking for someone who is:
- An experienced leader with 10+ years in IT support and at least 5 years managing global teams supporting a large user base.
- A master of ITSM processes, with extensive experience in Change, Incident, and Problem Management.
- Technically adept with strong finesse in a modern cloud environment, comfortable supporting cloud-based applications and infrastructure.
- A strategic thinker with a proven track record of delivering key roadmap objectives through effective team leadership.
- An exceptional communicator who can comfortably engage stakeholders at all levels, from end-users to senior leadership.
- Customer-centric, dedicated to providing excellent service and continuously improving the overall user experience.
Our Tech Stack:
- Operating Systems: Windows, macOS, ChromeOS, Linux
- Cloud: AWS, Azure and GCP
- Networking: VMware SD-WAN, Mist WiFi, Meraki LAN, Netskope SASE
- End-User Device Management: Microsoft Intune, JAMF, Google Workspace, Omnissa Workspace One
- Identity & Access Management: Okta, Google Workspace SSO, SAML, OIDC and SCIM integrations, EntraID
- Collaboration: Google Workspace, Zoom, Slack
- Automation/IaC: GitHub, PowerShell, Bash, Python, Terraform
- Patching: Automox, Nudge, Autopatch
(We know it’s tough, but please try to avoid the confidence gap. You don’t have to match all the bullet points above to be considered for this role.)
We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.
If you\’re a seasoned IT professional eager to make a tangible impact, elevate a global support function, and work at the cutting edge of cloud technology, this is your chance to shine. Join us and help shape the future of IT for a thousand-strong, dynamic workforce, where your technical leadership and problem-solving prowess will directly drive our success. Apply today.
About Simply Business
We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 1,000,000 active insurance policies, we protect builders, bakers, landlords and more than 1,200 other trades.
We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. We’re a B Corp too, which recognises our strong track record of having a positive impact on people, society and the environment.
Why not check out our advert on YouTube: Simply Business TV advert 2024: \’Simply the Best\’
What are the benefits of working at Simply Business?
We offer a great work-life balance where every team member has a manageable workload and the flexibility to work hybrid.
On top of the 25 days annual leave (plus bank holidays), we offer leave that suits your needs. Plus the option to buy five more days of holiday with your flexible benefits.
Our flexible parental leave allows you to approach an important time how you want – with six months full pay to the primary caregiver and four weeks full pay if you’re the secondary caregiver.
Our life event leave is an extra days leave every two years for those big moments in your life like moving house or your birthday. And as a thank you to our long-serving employees we offer a two week paid sabbatical after five years of service, then four weeks off after ten years of service.
And our core benefits can put your mind at ease with private medical insurance through BUPA, that covers any pre-existing condition. And a health cash plan that covers your everyday medical expenses.
We also make sure you’re compensated fairly with a competitive salary based on your experience and the market we’re in. Plus the potential to earn an annual bonus based on performance.
There’s access to the tools to support your personal development with programmes on our dedicated learning platform. As well as support for your mental health with access to counselling.
We’ll match what you put into your pension up to five per cent. And pass on a tax-free sum that’s four times your basic salary with our life assurance policy, with the option to increase it to ten times through our flexible benefit scheme
Our salary sacrifice car scheme gives you the option to buy a brand new, fully insured, and maintained car for a convenient fixed monthly amount taken from your gross salary (after 6 months service).
And our flexible benefits scheme gives you an allocated amount to use each year on benefits like critical illness cover, dental insurance, travel insurance, or a gym membership.
Ready to join us and drive our success as a high-performing team? Apply today.
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IT Support Lead employer: Simply Business
Contact Detail:
Simply Business Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Lead
✨Tip Number 1
Familiarise yourself with our tech stack, especially the tools and platforms mentioned in the job description. Being well-versed in AWS, Azure, and ITSM processes like Change, Incident, and Problem Management will give you a significant edge during discussions.
✨Tip Number 2
Showcase your leadership experience by preparing examples of how you've successfully managed global teams in the past. Highlight specific instances where you improved user satisfaction or streamlined support processes to demonstrate your capability.
✨Tip Number 3
Engage with our company culture by researching our values and mission. Be ready to discuss how your personal values align with ours, particularly around customer-centric service and continuous improvement, as this will resonate well with the hiring team.
✨Tip Number 4
Prepare to discuss your strategic thinking skills by outlining how you've previously delivered on key roadmap objectives. Think about how you can contribute to our IT strategy and identify areas for innovation within support, as this is crucial for the role.
We think you need these skills to ace IT Support Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support and team management. Focus on your leadership roles, particularly those involving global teams and large user bases, as this is crucial for the IT Support Lead position.
Craft a Compelling Cover Letter: In your cover letter, emphasise your technical skills and experience with ITSM processes. Mention specific examples of how you've improved support services or led successful projects, showcasing your strategic thinking and problem-solving abilities.
Highlight Relevant Skills: Clearly list your technical proficiencies, especially in cloud environments and ITSM tools like Freshservice. Make sure to include any experience with the technologies mentioned in the job description, such as AWS, Azure, and automation tools.
Showcase Your Communication Skills: Since the role requires engaging with stakeholders at all levels, provide examples in your application that demonstrate your exceptional communication skills. This could be through past experiences where you successfully managed complex issues or led a team.
How to prepare for a job interview at Simply Business
✨Showcase Your Leadership Skills
As an IT Support Lead, you'll be expected to lead a global team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past, particularly in high-pressure situations.
✨Demonstrate Technical Proficiency
Familiarise yourself with the tech stack mentioned in the job description, especially cloud technologies like AWS, Azure, and GCP. Be ready to discuss your hands-on experience with these platforms and how you've used them to solve complex issues.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, particularly in Change, Incident, and Problem Management. Prepare specific scenarios where you successfully navigated challenges and improved processes.
✨Engage with Stakeholders
Since the role involves interacting with various stakeholders, practice articulating how you would communicate technical information to non-technical users. Highlight your customer-centric approach and how it has led to improved user satisfaction in previous roles.
