IT Service Support Lead

AirTanker; Carterton; On-site; GBP 40,000 - 50,000; Full time

Job summary

A UK defence services company is seeking an IT Service Support Lead for a 15-month FTC to oversee IT operations and drive service excellence. Key responsibilities include managing incident resolution, ensuring SLAs are met, and fostering relationships with stakeholders. Candidates should have knowledge of ITIL, IT support experience, and strong communication skills. Comprehensive benefits offered.

Benefits

Private medical insurance

Bonus scheme

EV scheme

Contributory pension

Adventure training

Qualifications

• Proactive, hands-on approach with strong communication skills.
• Minimum 1 year experience in IT or relevant admin role.
• Eligible for SC security clearance (minimum 3 years in the UK).

Responsibilities

• Oversee day-to-day IT support operations and incident resolution.
• Provide first-line support for key IT applications.
• Ensure compliance with SLAs, KPIs, and IT security standards.
• Drive service improvement initiatives and gather user feedback.

Skills

Working knowledge of ITIL and service management principles

Experience in IT support (networking, hardware, software)

Strong communication skills

Ability to work independently and within a team

Job description

IT Service Support Lead

This is a 15 month FTC

Are you ready to take the lead in delivering exceptional IT support and driving service excellence? At AirTanker, we’re looking for an IT Service Support Lead to join our inclusive and forward-thinking Technology team. This is a unique opportunity to play a key role in supporting our community, enhancing operational resilience, and shaping the future of our IT services.

Why AirTanker?

AirTanker is a vital part of the UK’s defence capability, delivering air-to-air refuelling and air transport services to the RAF and MOD. We operate at the intersection of military precision and commercial innovation. As an IT Service Support Lead, you’ll be at the heart of ensuring our digital infrastructure runs smoothly and securely. You’ll lead the frontline support team, ensuring systems are operational, incidents are resolved efficiently, and our teams have the technology they need to deliver when it matters most.

What's in it for you?

• Strategic Impact & Visibility: You’ll be working closely with key stakeholders giving you visibility and networking opportunities across the organisation.
• Contribution to Innovation: You’ll be encouraged to identify opportunities for automation and process improvement, contributing directly to innovation within the IT function.
• Operational Resilience & Service Transition: You’ll play a key role in ensuring operational resilience and supporting the transition of services to more robust solutions—critical work that adds real value to the business.
• Comprehensive Benefits: Including private medical insurance, bonus scheme, EV scheme, contributory pension, and more.
• Adventure & Belonging: Battlefield tours, adventure training, and family fun days.

What you'll be doing

• Oversee day-to-day IT support operations and incident resolution
• Provide first-line support for key IT applications
• Ensure compliance with SLAs, KPIs, and IT security standards
• Maintain accurate records and participate in audits
• Drive service improvement initiatives and gather user feedback
• Build strong relationships with internal stakeholders

What you'll bring

• Working knowledge of ITIL and service management principles
• Experience in IT support (networking, hardware, software)
• Proactive, hands-on approach with strong communication skills
• Ability to work independently and within a team
• Eligible for SC security clearance (minimum 3 years in the UK)
• Minimum 1 year experience in IT or relevant admin role

Ready to Apply?

If you're passionate about IT service excellence and want to make a meaningful impact, we’d love to hear from you.