Are you an experienced IT professional looking to step into a leadership role? We’re seeking a confident and capable individual to manage key operational systems and act as a critical bridge between day-to-day technical support and broader business technology goals.
As the Technical Team Lead, you’ll oversee 2nd line technical support, improve CRM and business systems performance, and lead a 1st Line Application Support Analyst. This is a hands-on role with a clear path to deeper systems ownership and strategic influence.
Benefits:
- Working hours – Monday to Friday
- Buy & Sell Annual Leave Scheme
- Employee Assistance Programme (EAP)
- Access to Employee Health Scheme
- Career development
- Employee Recognition Incentives
- Company events
- Monthly dress down days
- Tea & coffee facilities & On-site Canteen
- Local discounts / benefits.
Key Responsibilities
Day-to-Day Technical & Operational Duties
- Act as the escalation point for technical incidents beyond 1st line – diagnosing and resolving 2nd line hardware, software, and business system issues.
- Troubleshoot problems across a wide range of technologies, including:
- Microsoft 365 (Teams, SharePoint, Exchange Online)
- Azure/Entra ID
- Device and endpoint support (Windows 10/11, Intune)
- CRM platforms and proprietary business systems
- Manage and maintain technical documentation, knowledgebase articles, and system support records.
- With the Service Desk Management, ensure ticket SLAs and priorities are met and reviewed, and that root causes are investigated where needed.
- Liaise with 3rd party suppliers and software vendors for issues that require escalation, follow-up, or patching.
Business Systems & CRM Responsibility
- Take operational ownership of the CRM systems and business-critical applications that underpin multiple group businesses — including systems used by sales, operations, customer service, and compliance teams.
- Understand how these systems are used in each business unit and how data flows between them.
- Maintain system performance, access management, configuration changes, and patching schedules in collaboration with vendors and stakeholders.
- Act as the main contact for CRM and app-related queries escalated beyond 1st line, while coordinating fixes, change requests, and new feature implementations.
- Assist with system audits, reporting, and functional reviews.
Team Leadership & Staff Development
- Line manage one 1st Line Application Support Analyst — providing day-to-day support, performance feedback, mentoring and guidance.
- Review tickets handled by the 1st line analyst, offer coaching where needed, and ensure smooth escalation paths are in place.
- Help plan workloads and priorities between reactive support and proactive systems work.
- Encourage a service-focused culture and lead by example in communication, documentation, and user support.
Process, Project & Service Improvement
- Contribute to the delivery of small-to-medium system improvement projects, such as:
- Rolling out new functionality in CRM platforms
- Automating business processes using low-code tools
- System migrations or upgrades
- Alongside the Senior IT Manager and Service Desk Managers, assist with medium-to-large project work which may require technical coordination or specialist application support.
- Assist with the management of Joiner, Mover, Leaver processes, license allocation, and access rights reviews.
- Identify repeat issues and propose service improvements to reduce call volumes and improve user experience.
- Participate in system risk reviews, internal audits, and compliance activities (e.g. GDPR, access control, retention policies).
Skills & Experience
Essential
- 3–5 years in a 2nd line IT support or senior service desk role.
- Strong troubleshooting experience across Microsoft 365, Windows OS, Azure AD, and business systems.
- Experience managing or supporting CRM systems or similar business platforms.
- Proven ability to document processes and resolve user-facing issues.
- Prior experience mentoring or supporting junior team members.
- Confident engaging with non-technical staff and explaining technical issues clearly.
Desirable
- Exposure to working in a multi-company or multi-brand environment.
- Familiarity with Jira Service Management or similar ITSM platforms.
- Experience working with CRM systems (e.g. Salesforce, Dynamics, or industry-specific platforms).
- Understanding of change control and systems governance processes.
- Experience with Microsoft Power Platform (e.g. Power Automate) or other workflow tools.
- ITIL Foundation or similar service management certification.
Personal Qualities
- Professional, dependable, and organised.
- Strong ownership mentality — follows problems through to resolution.
- Calm under pressure and capable of prioritising workload effectively.
- Motivated to improve systems and user experience, not just close tickets.
- Clear communicator, both written and verbal.
- Supportive leader who helps others grow
Apply: https://recruitcrm.io/apply/17491238040260085110YkS
