Location: On site / Alcester B49, UK
Job Type: Permanent / Full-time
Sector and Subsector: Business Operations ICT
Annual Salary range: from £35,000.00 to £40,000.00
Title
IT Support Team Lead (Service Desk / IT Support)
Reports to
Head of IT
Job Purpose
Lead Rock's day to day IT support function so colleagues can do their jobs with minimal friction, delivering a service that is reliable, low risk, and simple to run.
Key Responsibilities and Accountabilities
- Support leadership & Service Ownership: own the support front door: logging, triage, prioritisation, 3rd party escalation, and user communications
- Maintain a simple cadence: daily checks, weekly backlog review, monthly service themes
- Spot recurring issues and drive pragmatic fixes (not just closing tickets)
People Management
- Line manage the IT Support Desk Engineer: workload, priorities, coaching, and standards
- Ensure consistent customer experience: clear updates, calm handling, good follow-through
- Coordinate third party suppliers/MSP activity: escalations, chasing actions, service reviews
- Track issues that cross Rock + supplier boundaries to make sure nothing disappears
Security /Risk Hygiene (Practical)
- Support joiners/movers/leavers and access control basics
- Help maintain device standards and patching hygiene (ensuring it's happening + evidenced)
- Keep runbooks and knowledge articles current and actually usable
- Reduce repeat requests through standard responses and small process improvements
Experience
- Working in an IT support/service desk environment (senior 1st line or 2nd line level)
- Triaging and prioritising a ticket queue and driving work to closure
- Experience supporting Microsoft 365 in a business environment (Teams, Outlook, SharePoint/OneDrive)
- Coordinating/escalating with third party IT suppliers and following through to resolution
- Producing clear user updates and maintaining professional ticket notes/documentation
- Previous experience leading, mentoring or acting as an escalation point for other support staff
- Experience using an ITSM/ticketing platform (e.g., Jira Service Management or similar)
- Experience reducing repeat issues via knowledge base articles/runbooks and simple process improvement
- Exposure to multi site / hybrid user support
Company Benefits
- Company vehicle and business phone
- Company pension scheme
- Referral programme
- Sick pay
- 25 days annual leave plus bank holidays
- 24/7 Employee Assistance Programme
Equal Opportunity
We embrace diversity and are committed to building an inclusive environment for all employees.