Overview An experienced IT Support Lead is required to oversee a high-volume service desk within a fast-paced organisation. This role blends team leadership with hands-on technical support, ensuring reliable and efficient IT service delivery. You will coordinate incidents and service requests end-to-end, manage a small team, and collaborate with internal teams and external vendors. A strong focus on operational efficiency, service quality, and continuous improvement is essential. Key Responsibilities Lead and mentor a team of L1/L2 Support Engineers Own and manage incident processes in line with ITIL practices Deliver hands-on support across end-user, infrastructure, cloud, ERP, and business systems Monitor and manage ticket queues to meet SLAs Review service desk performance and identify improvement opportunities Manage escalations with internal teams and third-party providers Ensure a security-focused approach across access, endpoints, and data Skills & Experience 5+ years in IT supp...