IT Support Lead

Location: London (Full-time Office Based)
Reports to: Global IT Operations Manager 

About the Role 

We are looking for an experienced and energetic ITSupport Lead to own the delivery of IT support across our business. 

This is a hands-on role for someone who combines excellent technical skills with a genuine passion for helping people.

You'll lead our service desk function, manage two IT engineers, and ensure that core user-facing processes such as onboarding, offboarding, device management, and user support are delivered to a consistently high standard. 

We're predominantly an Apple-based organisation, with most employees using MacBooks and Apple devices, supported through JAMF and modern device management practices. We also maintain a smaller Windows estate, so you'll be comfortable supporting both environments and ensuring a consistent user experience across the business. 

This is a fully office-based position based in our London office. We believe great IT support is built on strong relationships and visibility, so the successful candidate will be highly present within the business, working closely with users and stakeholders on a day-to-day basis. The role also includes regular visits to our UK label offices, typically every three weeks, to provide hands-on support, maintain relationships and ensure a consistent level of service across the wider organisation. 

You'll be the face of IT for many of our employees, building strong relationships across the organisation and ensuring technology enables people to do their best work. 

We're also looking for someone who is excited about the opportunities created by AI. Whether it's implementing AI-powered helpdesk agents, automating routine tasks, improving knowledge management, or finding smarter ways to support users, you'll play a key role in shaping the future of IT operations. 

What You'll Be Doing 

• Owning and managing the day-to-day IT Service Desk function.
• Building strong relationships with users through regular face-to-face support and engagement across the business.  
• Leading, mentoring and developing two IT engineers.
• Acting as the senior escalation point for technical issues.
• Delivering an excellent employee IT experience with a strong customer-service focus.
• Managing starter, mover and leaver processes.
• Administering and maintaining our predominantly Apple device estate, including MacBooks, iPhones and other end-user technology.  
• Managing JAMF and Microsoft Intune to ensure devices remain secure, compliant and well-managed.  
• Supporting a smaller Windows estate alongside our Apple environment.  
• Managing software deployment, patching, provisioning and device lifecycle processes across both platforms.
• Supporting Microsoft 365, Entra ID, Teams and related services.
• Maintaining endpoint security, asset management and software deployments.
• Identifying opportunities to improve support processes and automate repetitive tasks.
• Evaluating and implementing AI solutions that improve service quality, efficiency and user experience.
• Producing and maintaining support documentation, knowledge articles and operational procedures
• Managing relationships with desktop vendors (e.g. O2, BT, Adobe), including account reviews and renewals
• Visiting label offices on a regular basis (typically every three weeks) to provide on-site support, maintain equipment and understand local technology requirements.  
• Ensuring a consistent IT support experience across both the London office and wider label locations. 

What We're Looking For 

Essential 

• Several years' experience in an IT support, service desk or end-user technology role.
• Excellent troubleshooting and problem-solving skills.
• Comfortable working in a fully office-based role and providing highly visible, in-person support.
• Previous experience leading, mentoring or supervising support engineers.
• Strong knowledge of Microsoft 365, Entra ID, Teams and endpoint management.
• Experience managing both Windows and Apple devices.
• Strong experience supporting Apple devices in a business environment.  
• Deep knowledge of, and experience with, JAMF Pro and modern Apple device management.  
• Experience supporting Windows endpoints and Microsoft technologies, with good knowledge of Microsoft inTune
• Strong organisational skills and the ability to manage competing priorities.
• Outstanding communication skills with a customer-first mindset.
• Great documentation skills, used to writing out policies and guides
• Willingness to travel regularly to other UK office locations as part of a planned site visit schedule. 

Desirable 

• Experience introducing AI-driven solutions into IT operations.
• Experience with AI helpdesk agents, workflow automation or self-service technologies.
• Knowledge of Copilot Studio or similar automation platforms.
• Experience working within ITIL-based environments.
• Exposure to cybersecurity, endpoint security or compliance frameworks.
• JAMF certification
• Experience supporting video conferencing (e.g. Zoom, Teams)
• Entry-level scripting (e.g. Bash, Python, Powershell)
• Exposure to network / infrastructure troubleshooting (e.g. WiFi, firewalls)
• Experience of using a ZTNA platform such as Netskope or Zscaler
• Experience in creative organisations
• Active interest in music 

About You 

You'll thrive in this role if you are: 

• A self-starter who takes ownership and follows through.
• Naturally curious and always looking for ways to improve how things are done.
• Passionate about delivering excellent customer service.
• Comfortable working both strategically and hands-on.
• An effective coach and mentor to more junior team members.
• Positive, approachable and someone people enjoy working with.
• Someone who enjoys building relationships face-to-face and being a visible, trusted presence within the business
• Excited by technology and the opportunities that AI brings to modern IT teams. 
• The ideal candidate will be passionate about the Apple ecosystem and modern workplace technologies, while remaining equally comfortable supporting Windows-based users and services where required. 

Why Join Us? 

This is an opportunity to take ownership of a critical function, shape the future of IT support, and make a visible impact across the organisation. You'll work closely with the Global IT Operations Manager, have the freedom to drive improvements, and play a leading role in modernising how IT services are delivered. 

If you're someone who enjoys solving problems, helping people, and bringing new ideas to life, we'd love to hear from you.