IT Service & Support Lead - 3rd Line (Crawley)

Dolby Medical Home Respiratory Care Ltd; Crawley; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

33 days holiday (incl BH)

Matched pension scheme

Yearly bonus

Training & development

Job summary

Vivisol UK in Crawley is seeking a Technical Service & Support Lead to join our IT support & service team. You will deliver 2nd/3rd line support for PCs, printers, mobile devices and software, leading the Helpdesk in line with ITIL and ISO 27001 standards.

The role requires managing a team, coordinating incidents, and liaising with vendors. It offers in-office presence four days a week in Crawley, a salary of £45,000, 33 days holiday, pension, and ongoing training.

Qualifications

• Extensive 2nd and 3rd line IT support experience.
• Ability to lead a team and motivate staff.
• Strong networking knowledge in multi-branch environments.
• Solid experience with Windows 10, Office 365, iOS and Android.
• Experience with server configurations and Active Directory.

Responsibilities

• Deliver 1st to 3rd‑line IT support for devices and software.
• Lead the IT Helpdesk in line with ITIL and ISO 27001 practices.
• Assign tickets to engineers and track incidents against SLAs.
• Provide reliable IT resources and expert hardware/software guidance.
• Assist in procurement and onboarding of IT assets.
• Coordinate with third‑party vendors to minimise downtime.
• Act as escalation point for complex IT issues on-site and remotely.
• Serve as Incident Manager during critical IT incidents.

Skills

Second/third line support

Team leadership

Networking

Windows 10

Office 365

iOS & Android

Server configurations

Active Directory

Tools

ITIL

ISO 27001

IG SoC

Job description

Vivisol UK in Crawley is seeking a Technical Service & Support Lead to join our IT support & service team. You will deliver 2nd/3rd line support for PCs, printers, mobile devices and software, leading the Helpdesk in line with ITIL and ISO 27001 standards.

The role requires managing a team, coordinating incidents, and liaising with vendors. It offers in-office presence four days a week in Crawley, a salary of £45,000, 33 days holiday, pension, and ongoing training.