Job Description

Job Title:

IT Lead

Salary:

32,000 per annum

Contract:

Full Time; Permanent

Location:

Hybrid: Reading & Homebased

About Us

The Business Continuity Institute (BCI) is the world-leading professional association for business continuity and resilience professionals with more than 10,000 members in over 100 countries. Our purpose is to empower people, organisations and society to advocate for business continuity & resilience to drive impactful change. Our mission is to unlock potential through global collaboration, education, foresight & innovation, rooted in world-class knowledge, forging a more resilient future and leaving a sustainable legacy.

About the role

At the heart of our organisation is our IT Department and were looking for an IT Lead to join our incredible IT team to manage our day-to-day service desk functions. The ideal candidate will have 3-5 years IT experience and have a positive can-do attitude with a willingness to learn on the job.


This is a hybrid role with plenty of variety and excellent learning opportunities. Were offering a position that will keep you engaged, connected, and excited to get back to on a Monday morning!


Youll be joining a small, friendly team at a crucial point in our growth strategy so come aboard and join our team of friendly professionals.

Key Accountabilities

First and second point of contact for support across the company and our Licensed Training Partners as and when required, troubleshooting and resolving technical issues. Act as a point of escalation for the IT Executive, escalating to the IT Manager and / or ourexternal IT Support provider as appropriate. Liaising with third parties, as and when required, to resolve technical problems and queries. Managing ticket queue and ensure all information is accurately recorded. Providing basic hardware setup and support for new starters, current employees, and other related personnel. Contributing to the continuous maintenance of relevant IT documentation and FAQs, as well as support guides, creating documentation were required (and if youve got an influencer vibe, create and post instructional videos; our colleagues love these) to be shared across the company and external collaborators. Working closely with internal users to identify support or change requirements, and where appropriate, advocate, research and recommend possible solutions. Support the IT Manager with IT-related projects by carrying out assigned tasks, providing technical input, and collaborating with colleagues to help deliver successful outcomes. Providing internal training for the company, as and when required, around new and existing applications and software. Involvement with any other IT related duties as and when required.

Essential Skills

Technical & Systems Support

Proven experience delivering first and second line IT support, including incident resolution, root cause analysis, escalation management, and ITSM processes (ticketing, SLAs, change control) Strong working knowledge of Windows 10/11, Microsoft 365, and administration of Teams, SharePoint, Exchange Online, Intune, and identity and access management (Azure AD / Entra ID) Ability to troubleshoot hardware, software, and network issues in a mixed user environment, applying security best practices and data protection principles Experience supporting and maintaining business-critical systems, including CRM, ERP (e.g. Microsoft Business Central), CMS, and/or LMS platforms Experience contributing to IT policies, procedures, and governance
Collaboration

Experience acting as a technical escalation point for first line or junior staff, with strong communication skills across all organisational levels Proven ability to work collaboratively with third-party suppliers, vendors, and service providers to resolve issues and deliver solutions
Project & Process Management

Experience supporting or managing IT projects, including planning, implementation, documentation, and post-implementation review Strong organisational, analytical, and problem-solving skills, with the ability to prioritise workloads, meet deadlines, and identify opportunities for process and system improvement High attention to detail, producing and maintaining clear technical and user documentation

Desirable Skills and Experience

Experience using the Power Platform, including Power Automate and basic Power Apps Experience working within the professional association, education, or membership sector

Salary and benefits

Competitive Salary 25 days holiday plus bank holidays Your Birthday off Pension Life Assurance Income Protection Scheme Health Cash Plan Employee Assistance Programme PerkBox Retail Discounts Wellbeing Hub

The BCI is a certified Great Place to Work company who are also on the UKs best Workplaces for Wellbeing List 2024.


This is a full-time position, working 35 hours per week. This role is predominantly homebased with attendance at the office in Reading on average once a week.