IT Support Lead

About the Role

We are looking for an experienced and energetic IT Support 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.