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Tech Stack
Tools & technologiesCloudITSM
About the role
Key responsibilities & impact- Own, lead, and grow the IAM Cloud Support Desk
- Oversee Desk operations and ensure efficient, professional, and consistent resolution of incidents, issues, and queries
- Define and embed Support Desk best practices for ticket handling, categorisation, prioritisation, routing, escalation, and closure
- Drive functional performance through metrics, root-cause analysis, and backlog management
- Foster continuous learning through documentation, runbooks, and training
- Optimise support tooling and ensure best-practice usage and configuration
- Coach, mentor, and performance-manage Technical Support Engineers
- Work with internal teams to improve product quality and reduce recurring issues
- Act as senior escalation point and own communications during incidents and major issues
- Champion a customer-first mindset and build a Centre of Excellence in Support
- Ensure compliance with data protection and Information Security requirements
- Within six months, manage the internal IT function and provide technical accountability for the IT estate
- Deliver and manage the end-user computing estate, including corporate devices and applications throughout their lifecycle
- Administer Microsoft 365 securely and in line with Microsoft best practice
- Own endpoint and remote-management capabilities, including policies, configuration standards, patching controls, and monitoring
- Maintain IT asset and software-management controls and accurate lifecycle records
- Support security of end-user computing and Microsoft 365 environments, including endpoint protection, monitoring, and incident remediation
- Report to the CIO
Requirements
What you’ll need- At least 3 years leading a busy Support Desk, Helpdesk, or cross-functional technical support team
- Preferably experience in a SaaS environment
- Comfortable leading a team supporting complex software products and delivering internal IT
- Technical administrative or IT operations background likely prior to leadership roles
- Expert knowledge of the Microsoft ecosystem
- High-value knowledge of Microsoft 365, SharePoint, OneDrive, and Graph
- Hands-on player-manager attitude
- Demonstrable experience defining and working to SLAs, KPIs, and functional metrics
- Previous experience managing and growing successful Support teams
- Familiarity with support and ticketing systems / ITSM tools
- Strong stakeholder and cross-functional collaboration skills
- Proactive and dynamic mindset; able to manage ambiguity, prioritise under pressure, and adapt quickly
- Commitment to continuous improvement and operational excellence
Benefits
Comp & perks- Guaranteed £2,000 pay rise every year, separate from merit or promotion increases
- 26 days holiday plus public holidays
- Option to swap public holidays for more meaningful days
- Birthday and work anniversary day off every year
- Up to 4 weeks per year working from anywhere in the world
- Genuinely flexible, fully remote working
- Becoming a Parent leave
- Medical scheme including remote GP, dental, optical, and diagnostics (UK employees)
- Confidential counselling, therapy, and coaching through Support Room
- Help@Hand employee assistance programme
- 5x salary life insurance through Unum
- Up to 10% pension match (UK employees)
- Annual learning and development budget per function
- Exciting and challenging work
- Supportive and caring employer
- Flexible hours
- Highly competitive pay and benefits