IT Support Lead

Arthur Recruitment; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Arthur Recruitment in London is seeking an IT Support Lead to be the trusted face of IT across the business. The role focuses on expert service management, stakeholder engagement and driving improvements in the IT support experience.

You will lead through influence rather than direct line management, shaping service delivery, collaborating with Infrastructure and Project teams, and managing relationships with third-party providers to ensure outstanding support for colleagues.

Qualifications

• Significant experience in IT Support, Service Desk or IT Operations.
• Experience leading support functions and service delivery activities.
• Strong ITIL knowledge and Service Management experience.
• Experience managing third‑party suppliers and partners.
• Microsoft 365 support experience including Entra ID, Exchange Online and SharePoint Online.

Responsibilities

• Acting as the visible and approachable face of IT across the business
• Managing and coordinating escalated support incidents and requests
• Driving continuous improvement across support processes and procedures
• Working closely with Infrastructure, Business Systems and Project teams
• Managing relationships with outsourced support providers
• Reviewing service performance and driving improvements
• Defining and reporting on service metrics and user satisfaction
• Supporting audit and compliance activities
• Developing knowledge management and self-service capabilities
• Supporting the transition of new technologies into BAU support

Skills

IT Service Management

Stakeholder engagement

ITIL knowledge

Third-party management

Microsoft 365 support

Tools

Microsoft 365

Job description

London | Hybrid | Competitive Salary + Bonus + Benefits

A highly regarded and rapidly growing insurance organisation is seeking an experienced IT Support Lead to become the trusted face of IT across the business.

This is a fantastic opportunity for someone who combines strong IT Service Management expertise with outstanding stakeholder engagement skills. You'll play a central role in shaping the IT support experience, influencing service delivery, improving processes and becoming the go-to technology partner for colleagues across the organisation.

This is not a traditional management role. Instead, you'll lead through expertise, relationships and influence, helping to drive service excellence across both internal teams and third-party providers.

What you'll be doing:

• Acting as the visible and approachable face of IT across the business
• Managing and coordinating escalated support incidents and requests
• Driving continuous improvement across support processes and procedures
• Working closely with Infrastructure, Business Systems and Project teams
• Managing relationships with outsourced support providers
• Reviewing service performance and driving improvements
• Defining and reporting on service metrics and user satisfaction
• Supporting audit and compliance activities
• Developing knowledge management and self-service capabilities
• Supporting the transition of new technologies into BAU support

What we're looking for:

• Significant experience within IT Support, Service Desk or IT Operations environments
• Experience leading support functions, service delivery activities or operational support teams
• Strong ITIL knowledge and Service Management experience
• Experience managing third-party suppliers and support partners
• Microsoft 365 support experience including Entra ID, Exchange Online and SharePoint Online
• Strong stakeholder engagement and communication skills
• Ability to explain technical concepts to non-technical audiences

Why apply?

• Opportunity to become the recognised face of IT
• High levels of visibility across the organisation
• Influence the future direction of support services
• Modern technology environment
• Strong investment in technology and change
• Collaborative culture with excellent career prospects