At a Glance
- Tasks: Lead the IT support team to ensure smooth operations and minimal friction for colleagues.
- Company: Join a dynamic company focused on delivering reliable IT support services.
- Benefits: Enjoy a competitive salary, company vehicle, pension scheme, and generous leave.
- Other info: Embrace diversity in a supportive environment with excellent career growth opportunities.
- Why this job: Make a real impact by improving IT support and enhancing user experience.
- Qualifications: Experience in IT support, ticket management, and leading teams is essential.
The predicted salary is between 35000 - 40000 £ per year.
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
Reports to: Head of IT
Job Purpose
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.
Key Responsibilities and Accountabilities
- 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)
- People Management
- 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
- Security /Risk Hygiene (Practical)
- 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
Experience
- 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/OneDrive)
- 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 Benefits
- Company vehicle and business phone
- Company pension scheme
- Referral programme
- Sick pay
- 25 days annual leave plus bank holidays
- 24/7 Employee Assistance Programme
Equal Opportunity
We embrace diversity and are committed to building an inclusive environment for all employees.
We think you need these skills to ace IT Support Team Lead in Alcester
IT Support Management
Service Desk Operations
Ticket Triaging and Prioritisation
Microsoft 365 Support
Third-Party Supplier Coordination
User Communication
Documentation and Ticket Notes Maintenance
