IT Support Lead

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.
• Cloud: AWS, Azure and GCP
• Networking: VMware SD-WAN, Mist WiFi, Meraki LAN, Netskope SASE
• Identity & Access Management: Okta, Google Workspace SSO, SAML, OIDC and SCIM integrations, EntraID
• 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.

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 salar y 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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