IT Service Lead

Big Red Recruitment; Stratford-upon-Avon; Hybrid; GBP 45,000 - 50,000; Full time

Job description

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:

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

About you:

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

Permanent role
Doncaster based office
Hybrid and flexible working environment
Salary £45,000 - £50,000

We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age.

We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.