Lead IT Support Engineer

Job Summary 

Reporting to the Head of IT and Cyber Security this is a hands on role managing a small team of support engineers. The support engineers are tasked with providing the best support to our colleagues whilst ensuring quick and accurate resolutions. 
With an emphasis on continual improvement the role will embrace change.  
The role requires technical knowledge of a broad set of IT systems and strong working knowledge of ITSM, Cyber Security and an awareness of governance frameworks. Due to the hands on nature of this role, experience at the 2nd level engineer is highly desirable. 

Responsibilities 

• Leadership – Develop the people, processes and technology to deliver the best possible IT Support. 

• Support – work closely with the IT Operations Manager to ensure the necessary documentation to support systems delivered by the I&O Engineer Team.  Using you experience you’ll drive a ‘shift left’ approach to support. Ensuring only the most complex issues are escalated. 

• Service Delivery – Ensure all systems/services are supported within the OLA and SLA requirements set by the Head of IT and Cyber Security. 

• Planning – Coordinate with the IT Operations Manager to position the correct resource and support ahead of time for projects. 

• Security – Foster a culture of security and be an advocate for Zero Trust. Ensure all support activity maintains security posture and the vulnerability management program is up to date.   

• Governance and Compliance – ensure all support activity adheres to standards such as ISO27001 and support the IT initiatives to improve systems, data quality and efficiency. 

• Reporting – Establish KPIs / OKRs for the support team. Provide reporting on system performance against ISO27001 and agreed KPIs / OKRs. 

• Continual improvement – Act as a champion for change and improvement. Routinely review the IT portfolio and suggest opportunities for improvement.  

• Business Continuity – Work with the IT leadership to ensure the strategy is up to date, practiced and backups are tested and reliable. 

• AI – Be an advocate for AI within the business and work with the Head of IT and Cyber Security to implement AI solutions which are secure and effective.  

• As the company culture promotes helping others, ad hoc tasks may be assigned to the job holder that are not listed above 

• The job holder is expected to understand and work according to the requirements of the Techbuyer Quality Management System 
  

Required Skills or Training 

• Hands on technical experience is a must. 

• Network+ or equivalent training/experience. 

• MD102, ITIL Foundation, MS102, AZ900 or demonstrable experience. 

• Experience across both service delivery and infrastructure. 

• Comfortable engaging and challenging stakeholders at a high level. 

• Proven ability to deliver technical expertise in a support environment. 

• The ability to prioritise your workload. 

• Detail focused with strong problem solving skills. 

• Experience of leading a small team would be advantageous.