IT Support Lead

MSI-DS Ltd; Norwich; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading defense technology company in the United Kingdom is seeking an IT Support Lead to oversee daily operations and lead the IT support team in Norwich. The ideal candidate will have at least 5 years of IT support experience, strong knowledge of desktop operating systems, and leadership skills. You will manage technical issues and implement improvements to deliver reliable IT services. Join a company that values collaboration, innovation, and your professional development.

Qualifications

• 5+ years of IT support experience, with at least 1–2 years in a leadership role.
• Strong knowledge of enterprise applications.
• Excellent troubleshooting and communication skills.

Responsibilities

• Oversee daily IT support operations and lead the IT support team.
• Provide advanced support for hardware, software, and network issues.
• Develop and maintain IT support processes and documentation.

Skills

Desktop operating systems

Networking fundamentals

Team leadership

Troubleshooting

Analytical thinking

Customer service skills

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

Freshdesk

Connectwise

Microsoft 365

Azure

Google Workspace

Active Directory

ERP software (Sage, IFS, SAP)

Job description

Overview

JOB TITLE: IT Support Lead

SALARY: Competitive

HOURS: 37 ½ hours per wk – Half day Friday’s.

LOCATION: Norwich, NR7

About Us: MSI-Defence Systems Ltd (MSI-DS) specialise in advanced Remote Weapon Stations for land-based counter-drone and naval applications, helping armed forces to stay ahead of rapidly evolving threats.

With almost 140 years of defence manufacturing expertise, we deliver innovative, cost-effective solutions engineered to meet the most demanding and stringent operational requirements and as a trusted supplier to the UK Armed Forces and more than 40 militaries worldwide, our class-leading products surpass capability expectations whilst also offering unrivalled through-life in service support.

We are currently in a phase of strategic growth, investing in new technologies, expanding our global footprint, and strengthening our position as a leader in next-generation defence systems. This growth is driven by our people. We are a people-centric organisation that values collaboration, innovation, and integrity, and we actively support work–life balance, continuous learning, and long-term career progression. Joining us means becoming part of a forward-looking business where your expertise is valued, your development is supported, and your work makes a real-world impact.

About the role

The IT Support Lead is responsible for overseeing daily IT support operations, leading the IT support team, and ensuring timely resolution of technical issues. This role combines hands-on technical expertise with leadership, process improvement, and stakeholder communication to deliver reliable IT services across MSI

Key Responsibilities

Team Leadership & Operations

• Lead, mentor, and manage the IT support team (Service Desk / IT developments).
• Assign, prioritise, and track support tickets to ensure SLA compliance.
• Act as the escalation point for complex technical issues.
• Conduct coaching, training and produce clear documentation.

Technical Support & Troubleshooting

• Provide advanced (Level 2/3) support for hardware, software, network, and system issues.
• Support end-user environments including desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot issues related to operating systems (Windows/macOS/Linux), email, and productivity tools.
• Coordinate with vendors and third-party service providers when required.

Systems & Infrastructure Support

• Oversee user account management, access control, and permissions (e.g., Active Directory, Azure AD).
• Have a good understanding of the Microsoft Stack
• Good foundation of ERP software (Sage, IFS, SAP)
• Monitor and maintain IT systems, ensuring uptime, security, and performance.
• Assist with system upgrades, patching, and deployments.

Process Improvement & Documentation

• Develop and maintain IT support processes, policies, and standard operating procedures.
• Create and update technical documentation and user guides.
• Analyse recurring issues and implement root-cause solutions.

Security & Compliance

• Enforce IT security policies and best practices.
• Respond to security incidents and support audits as required.
• Ensure proper asset management and compliance with company standards.
• Good Knowledge of Cyber Certifications and Iso 27001

Stakeholder Communication

• Serve as the primary point of contact between IT support and business users.
• Provide regular reports on support metrics, incidents, and improvements.
• Communicate outages, maintenance, and resolution updates clearly and effectively.

About you

To be a successful candidate for this role you must be able to demonstrate the below attributes and skillsets:

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• 5+ years of IT support experience, with at least 1–2 years in a leadership or senior support role.
• Strong knowledge of desktop operating systems, networking fundamentals, and enterprise applications.
• Experience with ticketing systems (e.g., ServiceNow, Freshdesk, Connectwise).
• Excellent troubleshooting, communication, and customer service skills.

Preferred Qualifications

• Industry certifications (ITIL, CompTIA A+/Network+/Security+, Microsoft, or similar).
• Experience with cloud services (Microsoft 365, Azure, Google Workspace).
• Knowledge of ITIL or other IT service management frameworks.

Key Skills & Competencies

• Team leadership and mentoring
• Problem-solving and analytical thinking
• Time and priority management
• Customer-focused mindset
• Strong written and verbal communication

How to apply

If you’re ready to take the next step in your career and be a part of a company that values your skills and contributions, we encourage you to apply by clicking the apply button!