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Tech Stack
Tools & technologiesITSMMacOS
About the role
Key responsibilities & impact- Provide advanced end-to-end IT support across deskside, telephone, and remote channels, acting as an escalation point for complex technical issues.
- Own and drive the IT support queue, ensuring effective prioritisation, SLA adherence, and continuous service improvement.
- Lead and optimise Joiner–Mover–Leaver (JML) processes, ensuring seamless onboarding/offboarding experiences and strong access governance.
- Administer, secure, and continuously improve Microsoft 365 services, including Entra ID, Exchange, SharePoint, Teams, Intune, Autopilot, Licensing, and Privileged Identity Management (PIM).
- Manage and support a diverse hardware estate (Windows, macOS, mobile devices, and AV/meeting room technologies), including standardisation and lifecycle strategy.
- Oversee IT asset management processes, ensuring accurate tracking, compliance, and optimisation of asset lifecycle and costs.
- Utilise ITSM platforms to manage incidents, problems, and service requests, while driving high-quality documentation, root cause analysis, and knowledge sharing.
- Identify and implement service improvements through automation, AI adoption, and process optimisation to enhance efficiency and user experience.
- Collaborate cross-functionally with infrastructure, security, and business teams to support projects, change initiatives, and technology rollouts.
- Operate effectively in a fast-paced environment, demonstrating leadership, clear communication, and a strong customer-centric mindset.
- Champion security, risk, and compliance best practices, ensuring robust controls across access management, endpoint security, and data handling.
- Mentor junior team members and contribute to building a high-performing, knowledge-driven IT support function
Requirements
What you’ll need- Extensive hands-on experience delivering advanced desktop support across on-site and remote environments, including acting as an escalation point for complex issues.
- Proven expertise in administering and supporting Microsoft 365 enterprise environments, with a strong focus on security, identity, and service optimisation.
- Deep understanding of ITSM frameworks (e.g., ITIL) and experience driving service delivery excellence, continuous improvement, and process maturity.
- Strong analytical and problem-solving skills, with the ability to manage and prioritise complex workloads while maintaining high service standards.
- Highly customer-focused, with excellent communication and stakeholder management skills, capable of engaging effectively at all levels of the organisation.
- Demonstrated ability to mentor junior engineers and contribute to building a high-performing, collaborative support team.
Benefits
Comp & perks- Full onboarding support and continued development opportunities
- Options for flexible working
- Regular social activities
- Pension contributions
- Discretionary bonus scheme
- Private health cover
- Life assurance
- Family friendly policies including enhanced Maternity & Paternity leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft 365Entra IDExchangeSharePointTeamsIntuneAutopilotPrivileged Identity ManagementITSMITIL
Soft Skills
leadershipcommunicationcustomer-centric mindsetanalytical skillsproblem-solving skillsstakeholder managementmentoringcollaborationprioritisationservice improvement