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For Companies At a Glance
- Tasks: Lead the Service Desk and provide hands-on ICT support to users.
- Company: R G Carter, a respected construction business with a strong reputation.
- Benefits: Competitive salary, pension scheme, healthcare, and a company vehicle.
- Why this job: Take ownership of ICT support and make a real impact in a dynamic environment.
- Qualifications: Experience in ICT support and strong technical troubleshooting skills required.
- Other info: Join a supportive team and enjoy opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Background R G Carter is a long-established and respected construction business delivering high-quality projects across the UK. We’re proud of our reputation for reliability, professionalism, and long-term relationships. Behind the scenes, our ICT function plays a key role in keeping our teams connected, productive, and secure.
We are seeking an experienced ICT Support Lead to take ownership of our Service Desk and end user support function. This is a hands-on leadership role where you will:
- Manage the day-to-day operation of the Service Desk
- Co‑ordinate and support a small team of technicians
- Act as the escalation point for technical issues
- Provide onsite ICT support
- Work closely with ICT management to deliver ICT projects and service improvements.
What We Offer
- Competitive salary
- Pension scheme
- Healthcare
- Company Vehicle
- A supportive ICT team of 8 people
- A role with real ownership, variety, and the opportunity to improve how ICT support is delivered across the business.
Key Responsibilities
- Service Desk leadership
- Lead the daily operation of the Service Desk and ensure a high‑quality support experience
- Manage and coordinate the workload of two service desk technicians, ensuring clear priorities and high-quality outcomes
- Ensure tickets are logged correctly, categorised, and progressed efficiently
- Act as the escalation point for complex or high‑impact issues
- Develop and maintain support documentation and a knowledge base to improve consistency and reduce repeat issues
- Provide hands‑on onsite ICT support including deskside troubleshooting, device setup, meeting room support, and user assistance
- Support and maintain laptops, desktops, printers, mobile devices and peripherals
- Assist with onboarding and off‑boarding, including account setup, device provisioning, and access management
- Maintain accurate asset records and support lifecycle management of equipment
- Support ICT management with ICT projects, including rollouts, upgrades, migrations, and improvements
- Identify recurring support issues and implement practical long‑term solutions
- Liaise with third‑party suppliers and support partners when required
- Help promote good cyber security behaviours and ensure ICT policies and best practices are followed
Key Skills & Knowledge
- Essential
- Proven experience in an ICT support environment, with responsibility for coordinating service desk activity
- Strong technical skills across end user support (1st/2nd line)
- Confident troubleshooting across Windows and Microsoft 365
- Experience working in a hybrid environment (cloud + onsite services)
- Strong organisational skills with the ability to manage priorities, escalations, and competing demands
- Excellent communication and customer service skills, supporting users at all levels
- Experience using a service desk / ticketing platform
- ITIL qualification or practical ITIL knowledge
- Experience supporting multi-site or fast‑paced environments
- Endpoint management experience (e.g. Intune or similar)
- Experience supporting ICT projects and service improvement work
ICT Support Lead (Service Desk & Onsite Support) employer: R G Carter
Contact Detail:
R G Carter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Support Lead (Service Desk & Onsite Support)
✨Tip Number 1
Network like a pro! Reach out to your connections in the ICT field, attend industry events, and don’t be shy about letting people know you’re on the hunt for an ICT Support Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by brushing up on your technical skills and common support scenarios. We recommend practising answers to questions about managing service desk operations and troubleshooting issues. Show them you can lead a team and handle escalations like a champ!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and expertise. At StudySmarter, we encourage you to check out our website for roles that suit your skills. Tailor your approach to each company’s culture and needs.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
We think you need these skills to ace ICT Support Lead (Service Desk & Onsite Support)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the ICT Support Lead role. Highlight your experience in managing service desks and supporting users, as this will show us you’re the right fit for our team.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about ICT support and how your background aligns with our values at R G Carter. Share specific examples of your leadership and problem-solving skills to grab our attention!
Show Off Your Technical Skills: Don’t shy away from showcasing your technical expertise! Mention your experience with Windows, Microsoft 365, and any service desk platforms you’ve used. We want to see how you can contribute to our team’s success.
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at R G Carter
✨Know Your Stuff
Make sure you brush up on your technical skills, especially around Windows and Microsoft 365. Be ready to discuss your experience in managing service desk operations and troubleshooting common issues. This role is hands-on, so showing that you can dive into the nitty-gritty will impress the interviewers.
✨Show Leadership Skills
Since this is a leadership role, be prepared to talk about your experience coordinating teams and managing workloads. Share specific examples of how you've led a team through challenges or improved service delivery. They’ll want to see that you can inspire and guide your technicians effectively.
✨Communicate Clearly
Excellent communication is key in this role. Practice explaining complex technical issues in simple terms, as you’ll need to support users at all levels. During the interview, demonstrate your customer service skills by being approachable and attentive to the interviewer’s questions.
✨Prepare for Scenario Questions
Expect scenario-based questions where you might need to troubleshoot a problem on the spot or explain how you would handle a high-impact issue. Think through potential scenarios related to service desk operations and have your thought process ready to share. This will show your problem-solving abilities and readiness for the role.