IT Projects & Support Lead

Join us to apply for the IT Projects & Support Lead role at Industrious.

About The Company

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do aims to create great days for teams of all sizes and stages, including our own. We believe that a great day at work depends on the people and the problems we solve together. We seek individuals who enjoy thinking outside the box and thrive in a collaborative environment. We encourage new ideas and celebrate every success. We are committed to making a meaningful impact on people’s workplace experience. We value diversity and inclusion, believing that a mix of backgrounds, thoughts, and ideas is key to our success. Industrious is dedicated to fostering an inclusive environment where everyone is valued for who they are.

About The Role

The Projects & Support Lead is a vital member of our TechOps team, providing expert IT support and managing technical projects. You will oversee IT, networking, AV systems, and security setup/support for new coworking spaces and upgrade existing infrastructure. You will also assist in project management related to internal tech and expansion efforts, collaborating with multiple stakeholders. This role requires technical expertise, interpersonal skills, project management experience, and advanced IT support skills. You will ensure projects meet standards, deadlines, and budgets, maintaining operational excellence. The ideal candidate will be based in London, with flexibility for travel within and outside the UK. The role is office-based, requiring presence at least 4 days a week, with potential adjustments.

Key Responsibilities

• Project Management: Assist in planning and executing project tasks and milestones. Ensure timely delivery and quality standards. Monitor progress and adjust plans accordingly. Coordinate with vendors to deliver projects.
• Communication: Serve as the main contact for project queries. Update stakeholders on project status, risks, and achievements. Manage stakeholder expectations and align goals. Communicate clearly and effectively. Lead client meetings regarding Tech Services and standards.
• Technical Assistance & IT Support: Provide troubleshooting for hardware, software, and network issues. Manage incidents to ensure quick resolution. Assist with configuration, installation, and maintenance of IT systems. Oversee procurement and decommissioning of hardware/software. Perform diagnostics and system maintenance. Support AV setups, internet connectivity, and user access in coworking spaces. Manage internal IT systems and access. Use ticketing systems and adhere to SLAs.
• Vendor/Supplier Relations: Facilitate communication with vendors/suppliers. Identify cost-saving and process improvement opportunities. Maintain positive vendor relationships. Assess needs with internal stakeholders. Review contracts with vendors.

Technical Skills & Experience

• Experience with hardware/software troubleshooting, network configurations, user access management.
• Managing network services, preferably in real estate, hospitality, or property management.
• Deep understanding of networking hardware and protocols (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls).
• Knowledge of AV services, Video Conferencing, security systems (Access Control, CCTV).
• Familiarity with project management tools and methodologies.
• Willingness to learn new technologies and support non-technical users.
• Strong problem-solving and analytical skills.
• Experience with projects across Europe.
• Support experience with MacOS, iOS, Windows, SaaS systems (MDM, Google, Zoom, Zendesk).
• Ability to perform root cause analysis and document processes.
• Adherence to escalation procedures and SLAs.

Success Factors

• Growth mindset and cross-functional problem solving.
• Collaborative, low-ego attitude and positive communication.
• Proactive problem anticipation and resolution.
• Team-oriented with a passion for helping others.
• Adaptability and eagerness to learn across tech areas.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Information Technology
• Industries: Hospitality