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- Tasks: Lead the IT support team and resolve technical issues while ensuring top-notch service delivery.
- Company: Join MSI-Defence Systems, a leader in innovative defence solutions with a people-centric culture.
- Benefits: Enjoy a competitive salary, work-life balance, and opportunities for continuous learning.
- Why this job: Make a real-world impact in a dynamic environment while advancing your career in IT.
- Qualifications: 5+ years of IT support experience and strong leadership skills required.
- Other info: Be part of a growing company that values collaboration and innovation.
The predicted salary is between 36000 - 60000 £ per year.
About Us: MSI-Defence Systems Ltd (MSI-DS) specialise in advanced Remote Weapon Stations for land-based counter-drone and naval applications, helping armed forces to stay ahead of rapidly evolving threats. With almost 140 years of defence manufacturing expertise, we deliver innovative, cost-effective solutions engineered to meet the most demanding and stringent operational requirements and as a trusted supplier to the UK Armed Forces and more than 40 militaries worldwide, our class-leading products surpass capability expectations whilst also offering unrivalled through-life in service support.
We are currently in a phase of strategic growth, investing in new technologies, expanding our global footprint, and strengthening our position as a leader in next-generation defence systems. This growth is driven by our people. We are a people-centric organisation that values collaboration, innovation, and integrity, and we actively support work–life balance, continuous learning, and long-term career progression. Joining us means becoming part of a forward-looking business where your expertise is valued, your development is supported, and your work makes a real-world impact.
About the role: The IT Support Lead is responsible for overseeing daily IT support operations, leading the IT support team, and ensuring timely resolution of technical issues. This role combines hands-on technical expertise with leadership, process improvement, and stakeholder communication to deliver reliable IT services across MSI.
Key Responsibilities
- Team Leadership & Operations: Lead, mentor, and manage the IT support team (Service Desk / IT developments). Assign, prioritise, and track support tickets to ensure SLA compliance. Act as the escalation point for complex technical issues. Conduct coaching, training and produce clear documentation.
- Technical Support & Troubleshooting: Provide advanced (Level 2/3) support for hardware, software, network, and system issues. Support end-user environments including desktops, laptops, mobile devices, printers, and peripherals. Troubleshoot issues related to operating systems (Windows/macOS/Linux), email, and productivity tools. Coordinate with vendors and third-party service providers when required.
- Systems & Infrastructure Support: Oversee user account management, access control, and permissions (e.g., Active Directory, Azure AD). Have a good understanding of the Microsoft Stack. Good foundation of ERP software (Sage, IFS, SAP). Monitor and maintain IT systems, ensuring uptime, security, and performance. Assist with system upgrades, patching, and deployments.
- Process Improvement & Documentation: Develop and maintain IT support processes, policies, and standard operating procedures. Create and update technical documentation and user guides. Analyse recurring issues and implement root-cause solutions.
- Security & Compliance: Enforce IT security policies and best practices. Respond to security incidents and support audits as required. Ensure proper asset management and compliance with company standards. Good Knowledge of Cyber Certifications and ISO 27001.
- Stakeholder Communication: Serve as the primary point of contact between IT support and business users. Provide regular reports on support metrics, incidents, and improvements. Communicate outages, maintenance, and resolution updates clearly and effectively.
About you: To be a successful candidate for this role you must be able to demonstrate the below attributes and skillsets:
- Required Qualifications: Bachelor’s degree in Information Technology, Computer Science, or equivalent experience. 5+ years of IT support experience, with at least 1–2 years in a leadership or senior support role. Strong knowledge of desktop operating systems, networking fundamentals, and enterprise applications. Experience with ticketing systems (e.g., ServiceNow, Freshdesk, Connectwise). Excellent troubleshooting, communication, and customer service skills.
- Preferred Qualifications: Industry certifications (ITIL, CompTIA A+/Network+/Security+, Microsoft, or similar). Experience with cloud services (Microsoft 365, Azure, Google Workspace). Knowledge of ITIL or other IT service management frameworks.
- Key Skills & Competencies: Team leadership and mentoring, Problem-solving and analytical thinking, Time and priority management, Customer-focused mindset, Strong written and verbal communication.
How to apply: If you’re ready to take the next step in your career and be a part of a company that values your skills and contributions, we encourage you to apply by clicking the apply button!
IT Support Lead in Norwich employer: MSI-DS Ltd
Contact Detail:
MSI-DS Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Lead in Norwich
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, attend industry events, and join relevant online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common IT support scenarios. Think about how you'd handle complex technical issues or lead a team through a challenging situation. Show them you're not just a tech whiz but also a great leader!
✨Tip Number 3
Don’t forget to showcase your soft skills! Communication and customer service are key in IT support roles. Be ready to share examples of how you've effectively communicated with users or resolved conflicts in the past.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining MSI-Defence Systems and being part of our innovative team.
We think you need these skills to ace IT Support Lead in Norwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Lead role. Highlight your leadership experience and technical skills that match the job description. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention any relevant projects or achievements that showcase your expertise.
Showcase Your Problem-Solving Skills: In your application, don’t forget to highlight specific examples of how you've tackled complex IT issues in the past. We love seeing candidates who can think on their feet and come up with effective solutions!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just click the apply button!
How to prepare for a job interview at MSI-DS Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around desktop operating systems, networking fundamentals, and enterprise applications. Be ready to discuss your experience with ticketing systems and any specific tools mentioned in the job description.
✨Showcase Your Leadership Skills
As an IT Support Lead, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed teams in the past, resolved conflicts, or improved processes. Highlight your coaching and training experiences.
✨Communicate Clearly and Effectively
Strong communication skills are key for this role. Practice explaining complex technical issues in simple terms, as you’ll need to serve as the bridge between IT support and business users. Think about how you can convey outages or maintenance updates clearly.
✨Prepare for Problem-Solving Scenarios
Expect to face some technical scenarios during the interview. Brush up on your troubleshooting skills and be ready to walk through your thought process when resolving issues. This will show your analytical thinking and customer-focused mindset.
