IT Service Lead

Are you ready to take the lead in transforming IT service delivery within a purpose-driven organisation?

We re hiring an IT Service Lead to join a multi-site organisation that provides essential care services across the UK. You ll work closely with the Head of IT to formalise and enhance IT service operations, ensuring the delivery of high quality support to end users and internal stakeholders.

This is an exciting opportunity to drive service improvements and play a critical role in shaping how IT supports the business. You'll lead a small but capable service desk team, manage third-party vendors, and ensure a reliable, secure, and user-focused IT environment.

Responsibilities:

• Designing and refining IT service management processes in line with best practice (ITIL)
• Leading the support team and promoting a culture of customer-focused service excellence
• Owning incident and problem management, ensuring prompt resolutions and clear communications
• Analysing service performance and generating actionable reports and KPIs
• Building strong relationships with internal users and acting as a trusted escalation point
• Supporting the Head of IT with strategic initiatives, including continuous improvement
• Managing vendors and contracts to ensure quality and value
• Identifying and mitigating service risks and maintaining compliance with IT governance standards

• Proven experience in IT service management or technical support leadership
• Strong working knowledge of Microsoft 365 and infrastructure fundamentals
• Demonstrable experience leading small teams in IT support or operations
• Understanding of ITIL principles (certification is a bonus but not required)
• Exceptional problem-solving and communication skills
• A genuine passion for improving user experience and team collaboration