IT Support Lead – Hospitality Tech & Service Desk

Wells and Co.; Bedford; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Private Healthcare

Life assurance

Pension

Retail discounts

25 days holiday

Fun culture

Job summary

Wells & Co. is seeking a hands-on IT Support Manager to lead a small IT Support team and provide 1st and 2nd line support across devices, Microsoft 365, user access and business applications in the UK and France.

Reporting to the Director of IT, you’ll prioritise incidents, coach the team, maintain service levels and ensure end‑to‑end support, while being on call and traveling between Wells & Co locations as needed.

Qualifications

• Solid experience providing 1st and 2nd line IT support in commercial environments.
• Experience leading or coordinating an IT support/service desk team.
• Line management experience with coaching, feedback and development.
• Strong knowledge of Microsoft 365, Windows, user administration and hardware lifecycle.
• Good understanding of networking fundamentals (Wi‑Fi, DHCP, DNS, connectivity).
• Experience using ITSM tools and working to SLAs/performance measures.
• Excellent communication and customer service skills.
• Willingness to be on call and travel between Wells & Co locations.

Responsibilities

• Provide hands-on 1st and 2nd line IT support across devices, Microsoft 365, user access, business apps and connectivity.
• Manage day-to-day workload of the IT Support team while maintaining your own technical workload.
• Take ownership of priority incidents and complex issues through to resolution.
• Monitor tickets and service levels, prioritise issues and inform users.
• Coach and support the team through regular 1‑to‑1s, feedback and development.
• Support joiners, movers and leavers, device provisioning and lifecycle.
• Troubleshoot EPOS and other operational technology across the business.
• Spot recurring issues and work with colleagues and suppliers to tackle root causes.
• Keep support documentation and procedures up to date.
• Support IT projects, system changes and testing.

Skills

1st/2nd line support

IT team leadership

Microsoft 365

Windows administration

Networking basics

ITSM tools

Customer service

Tools

ITSM tools

Job description

Wells & Co. is seeking a hands-on IT Support Manager to lead a small IT Support team and provide 1st and 2nd line support across devices, Microsoft 365, user access and business applications in the UK and France.

Reporting to the Director of IT, you’ll prioritise incidents, coach the team, maintain service levels and ensure end‑to‑end support, while being on call and traveling between Wells & Co locations as needed.