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About the Role
We are seeking an experienced and energetic IT Support Lead to manage the delivery of IT support across the business. This hands-on role requires a blend of technical expertise and a passion for assisting people, leading the service desk function, managing two IT engineers, and ensuring high standards in user-facing processes like onboarding, offboarding, and device management. The role involves supporting a predominantly Apple environment (MacBooks, Apple devices managed via JAMF) alongside a smaller Windows estate, ensuring a consistent user experience. This is a fully office-based position in London, with regular visits to UK label offices to provide hands-on support and maintain service levels. The successful candidate will be the primary IT contact for many employees, fostering strong relationships and enabling productivity through technology. A key aspect of the role involves exploring and implementing AI solutions to enhance IT operations, such as AI-powered helpdesk agents and task automation.
Responsibilities
- Owning and managing the day-to-day IT Service Desk function.
- Building strong relationships with users through regular face-to-face support and engagement across the business.
- Leading, mentoring and developing two IT engineers.
- Acting as the senior escalation point for technical issues.
- Delivering an excellent employee IT experience with a strong customer-service focus.
- Managing starter, mover and leaver processes.
- Administering and maintaining our predominantly Apple device estate, including MacBooks, iPhones and other end-user technology.
- Managing JAMF and Microsoft Intune to ensure devices remain secure, compliant and well-managed.
- Supporting a smaller Windows estate alongside our Apple environment.
- Managing software deployment, patching, provisioning and device lifecycle processes across both platforms.
- Supporting Microsoft 365, Entra ID, Teams and related services.
- Maintaining endpoint security, asset management and software deployments.
- Identifying opportunities to improve support processes and automate repetitive tasks.
- Evaluating and implementing AI solutions that improve service quality, efficiency and user experience.
- Producing and maintaining support documentation, knowledge articles and operational procedures.
- Managing relationships with desktop vendors (e.g. O2, BT, Adobe), including account reviews and renewals.
- Visiting label offices on a regular basis (typically every three weeks) to provide on-site support, maintain equipment and understand local technology requirements.
- Ensuring a consistent IT support experience across both the London office and wider label locations.
Requirements
- Several years' experience in an IT support, service desk or end-user technology role.
- Excellent troubleshooting and problem-solving skills.
- Comfortable working in a fully office-based role and providing highly visible, in-person support.
- Previous experience leading, mentoring or supervising support engineers.
- Strong knowledge of Microsoft 365, Entra ID, Teams and endpoint management.
- Experience managing both Windows and Apple devices.
- Strong experience supporting Apple devices in a business environment.
- Deep knowledge of, and experience with, JAMF Pro and modern Apple device management.
- Experience supporting Windows endpoints and Microsoft technologies, with good knowledge of Microsoft Intune.
- Strong organisational skills and the ability to manage competing priorities.
- Outstanding communication skills with a customer-first mindset.
- Great documentation skills, used to writing out policies and guides.
- Willingness to travel regularly to other UK office locations as part of a planned site visit schedule.
- Experience introducing AI-driven solutions into IT operations.
- Experience with AI helpdesk agents, workflow automation or self-service technologies.
- Knowledge of Copilot Studio or similar automation platforms.
- Experience working within ITIL-based environments.
- Exposure to cybersecurity, endpoint security or compliance frameworks.
- JAMF certification
- Experience supporting video conferencing (e.g. Zoom, Teams).
- Entry-level scripting (e.g. Bash, Python, Powershell).
- Exposure to network / infrastructure troubleshooting (e.g. WiFi, firewalls).
- Experience of using a ZTNA platform such as Netskope or Zscaler.
- Experience in creative organisations.
- Active interest in music.
Skills
- IT support
- Service desk management
- End-user technology support
- Troubleshooting
- Problem-solving
- Microsoft 365
- Entra ID
- Microsoft Teams
- Endpoint management
- Windows device management
- Apple device management
- JAMF Pro
- Microsoft Intune
- Customer service
- Communication
- Documentation
- AI solutions
- Workflow automation
- Self-service technologies
- Copilot Studio
- ITIL
- Cybersecurity
- Endpoint security
- Compliance frameworks
- Video conferencing support
- Scripting (Bash, Python, Powershell)
- Network troubleshooting
- Infrastructure troubleshooting
- ZTNA platforms (Netskope, Zscaler)
Location
- London, UK
Work Type
- Office-based
- Full-time
Experience Level
- Experienced
- Lead
About the Company
- We are a creative organisation with an active interest in music.