IT Lead in Reading

The Business Continuity Institute (BCI) is the world-leading professional association for business continuity and resilience professionals with more than 10,000 members in over 100 countries. Our purpose is to empower people, organisations and society to advocate for business continuity & resilience to drive impactful change. Our mission is to unlock potential through global collaboration, education, foresight & innovation, rooted in world-class knowledge, forging a more resilient future and leaving a sustainable legacy.

At the heart of our organisation is our IT Department and we are looking for an IT Lead to join our incredible IT team to manage our day-to-day service desk functions. The ideal candidate will have 3-5 years IT experience and have a positive can-do attitude with a willingness to learn on the job. This is a hybrid role with plenty of variety and excellent learning opportunities.

Key Accountabilities:

• First and second point of contact for support across the company and our Licensed Training Partners, troubleshooting and resolving technical issues.
• Act as a point of escalation for the IT Executive, escalating to the IT Manager and/or our external IT Support provider as appropriate.
• Liaising with third parties to resolve technical problems and queries.
• Managing ticket queue and ensuring all information is accurately recorded.
• Providing basic hardware setup and support for new starters, current employees, and other related personnel.
• Contributing to the continuous maintenance of relevant IT documentation and FAQs, as well as support guides, creating documentation where required.
• Working closely with internal users to identify support or change requirements, advocating, researching and recommending possible solutions.
• Support the IT Manager with IT-related projects by carrying out assigned tasks, providing technical input, and collaborating with colleagues.
• Providing internal training for the company around new and existing applications and software.
• Involvement with any other IT related duties as required.

Essential Skills:

• Proven experience delivering first and second line IT support, including incident resolution, root cause analysis, escalation management, and ITSM processes.
• Strong working knowledge of Windows 10/11, Microsoft 365, and administration of Teams, SharePoint, Exchange Online, Intune, and identity and access management.
• Ability to troubleshoot hardware, software, and network issues in a mixed user environment, applying security best practices and data protection principles.
• Experience supporting and maintaining business-critical systems, including CRM, ERP, CMS, and/or LMS platforms.
• Experience contributing to IT policies, procedures, and governance.

Collaboration:

• Experience acting as a technical escalation point for first line or junior staff, with strong communication skills across all organisational levels.
• Proven ability to work collaboratively with third-party suppliers, vendors, and service providers to resolve issues and deliver solutions.

Project & Process Management:

• Experience supporting or managing IT projects, including planning, implementation, documentation, and post-implementation review.
• Strong organisational, analytical, and problem-solving skills, with the ability to prioritise workloads, meet deadlines, and identify opportunities for process and system improvement.
• High attention to detail, producing and maintaining clear technical and user documentation.

Desirable Skills and Experience:

• Experience using the Power Platform, including Power Automate and basic Power Apps.
• Experience working within the professional association, education, or membership sector.

Salary and benefits: Competitive Salary, 25 days holiday plus.