IT Infrastructure & Support Leader

Job Description

About the role

This role will report to Director of Technology

1. Internal IT Operations & End-User Support

• Own and manage Level 1–2 internal IT support across the organisation
• Manage junior IT support staff, including task allocation, coaching, and performance feedback
• Act as escalation point for complex end-user issues
• Ensure timely resolution of incidents, requests, and problems
• Maintain high user satisfaction through clear communication and service standards

2. Infrastructure & Systems Management

• Manage internal infrastructure including:
• Microsoft 365 / Entra ID (Azure AD)
• End-user devices (Windows/macOS)
• Identity, access, and endpoint security
• Core internal systems and integrations
• Coordinate with external MSPs and vendors where applicable
• Ensure system availability, performance, and resilience

3. Security, Access & Compliance

• Oversee user provisioning, access controls, and on/off-boarding processes carried out by the MSP.
• Enforce IT security policies, MFA, device compliance, and patching
• Support internal audits, risk assessments, and compliance requirements
• Act as first responder for IT security incidents

4. Supplier & MSP Oversight

• Day-to-day operational management of the infrastructure Managed Service Provider (MSP)
• Ensure MSPs deliver services in line with contractual scope, responsibilities, and SLAs
• Validate, prioritise, and track support tickets raised with third-party providers
• Maintain a regular review cadence with the MSP to assess performance, issues, and continuous improvement.

5. IT Asset, Environment Management & Process Improvement

• Maintain accurate asset registers (hardware, software, licences)
• Oversee device lifecycle management (procurement, deployment, replacement)
• Optimise licensing and internal IT costs
• Create and maintain clear documentation, runbooks, and SOPs

6. People Leadership & Team Management

• Manage and develop junior IT support staff
• Set clear expectations, priorities, and day-to-day workload for the IT support function
• Support onboarding, training, and ongoing capability development of IT support team members
• Foster a professional, service-oriented, and accountable IT support culture

QUALIFICATIONS AND EXPERIENCE | About you

Technical Skills

• Extensive, hands-on experience with Microsoft end-user computing and infrastructure
• Deep technical knowledge of Microsoft 365, Azure, Exchange, Entra ID, Intune, endpoint security, and device management
• Strong expertise managing Windows endpoints (policies, patching, compliance, hardening)
• Solid understanding of networking, identity, security, and SaaS environments
• Proven ability to operate in a highly hands-on capacity while leading others
• Experience working with MSPs and external suppliers

Professional Experience & Education

• 5+ years in internal IT support, infrastructure, or IT operations roles
• Bachelor’s degree or higher in a STEM discipline (e.g. Information Technology, Computer Science, Engineering, or related field)
• Proven experience acting as a senior escalation or lead support role
• Experience in a mid-size corporate or enterprise environment

Personal Attributes

• Highly organised, punctual with strong ownership mentality
• Calm, methodical, and pragmatic under pressure
• Strong communication skills with technical and non-technical stakeholders
• Comfortable operating autonomously with clear accountability

Desirable (Nice to Have) 

• Relevant Microsoft certifications, such as:
• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Enterprise Administrator Expert
• Experience with Jira and Confluence tools
• Exposure to cybersecurity frameworks and audit processes
• Background supporting CRM, ERP, or business applications

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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