IT Support Lead - Insurance

Oliver James Group; City Of London; Hybrid; GBP 68,000 - 83,000; Full time

Job summary

Oliver James Group is recruiting an experienced IT Support Lead in London to oversee service delivery across the IT support function and drive improvements. The role blends IT operations, service management and stakeholder engagement to ensure effective support and manage escalations.

You will work with third‑party providers, support IT controls and audits, and partner with technical teams to ensure new systems are well supported.

Qualifications

• Significant IT Service Desk leadership or senior IT Operations experience.
• Strong knowledge of ITIL and IT service management.
• Experience with IT controls, SOX/ITGCs and external audits.
• Knowledge of Microsoft 365 environments.
• Strong stakeholder management and communication skills.

Responsibilities

• Oversee IT support operations and manage escalated incidents.
• Drive service improvements, reporting and performance management.
• Manage third-party support providers and service delivery.
• Support IT controls, audit requirements and compliance activities.
• Work with technical teams to ensure new systems are effectively supported.

Skills

IT Service Desk

IT Operations

ITIL

Stakeholder Mgmt

Communication

Tools

Microsoft 365

Job description

IT Support Lead | London | Hybrid | Up to £75,000

We are recruiting on behalf of a leading Insurance organisation looking for an experienced IT Support Lead to oversee service delivery and drive improvements across its IT support function.

The role will combine IT operations, service management and stakeholder engagement, with responsibility for ensuring effective support, managing escalations and improving service performance.

Key responsibilities:

Oversee IT support operations and manage escalated incidents.

Drive service improvements, reporting and performance management.

Manage third-party support providers and service delivery.

Support IT controls, audit requirements and compliance activities.

Work with technical teams to ensure new systems are effectively supported.

Key experience:

Significant IT Service Desk leadership or senior IT Operations experience

Strong knowledge of ITIL and IT service management.

Experience with IT controls, SOX/ITGCs and external audits.

Knowledge of Microsoft 365 environments.

Strong stakeholder management and communication skills.

Location: London
Hybrid: 3 days per week in the office
Salary: Up to £75,000