Job Description

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

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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