Onsite It Support Lead Manager

Epergne Solutions; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

Epergne Solutions is seeking an Onsite IT Support Lead Manager to directing regional IT support operations in the United Kingdom. The role requires hands-on leadership, ensuring timely ticket resolution, SLA compliance, and executive VIP support, including AV/VC services for events.

You will collaborate with global IT teams to standardize processes, manage asset lifecycles, and supervise onboarding with HR, Security, and Infra. Strong communication is essential.

Qualifications

• 10+ years of IT support experience with 3+ years in leadership.
• Experience in multinational, cross-functional environments.
• Proficiency with ServiceNow, Entra/Azure AD, Ivanti, ProxyPro.
• Strong Windows/macOS, AV/VC, and network knowledge.
• ITIL Foundation certification preferred.
• Excellent communication and stakeholder management.

Responsibilities

• Lead and manage onsite IT support operations across regional offices.
• Oversee ticket resolution, SLA compliance and escalations.
• Deliver VIP white-glove support for executives and manage AV/VC for events.
• Align with global IT teams to ensure standardized processes and compliance.
• Oversee device provisioning, configuration, inventory control and asset management.
• Supervise onboarding/offboarding with HR, Security and Infra teams.
• Guide creation and maintenance of SOPs, documentation and audit readiness.
• Provide hands-on technical leadership and act as primary escalation point.

Skills

IT leadership

Multinational experience

ServiceNow

Azure AD/Entra

Ivanti

ProxyPro

Windows & macOS

AV/VC systems

Stakeholder management

ITIL Foundation

Education

ITIL Foundation certification

CompTIA A+

Microsoft Certifications

Tools

ServiceNow

Ivanti

ProxyPro

Azure AD/Entra

Job description

Job Role: - Onsite IT Support Lead Manager

Job Location: - United Kingdom

Experience: -10+ Years

Job Roles & Responsibilities: -

• Lead and manage onsite IT support operations across regional offices.
• Oversee ticket resolution, ensuring SLA compliance and handling escalations.
• Deliver VIP white-glove support for executives and manage AV/VC services for events.
• Align with global IT teams to ensure standardized processes and compliance.
• Oversee device provisioning, configuration, inventory control, and asset management.
• Supervise onboarding/offboarding activities in coordination with HR, Security, and Infra teams.
• Guide creation and maintenance of SOPs, documentation, and audit readiness.
• Provide hands-on technical leadership, mentoring, and act as primary escalation point.

Job Skills & Requirements: -

• 10+ years of IT support experience, including 3+ years in leadership/management.
• Experience managing IT support in multinational and cross-functional environments.
• Proficiency with ServiceNow, Microsoft Entra (Azure AD), Ivanti, and ProxyPro.
• Strong knowledge of Windows, macOS, AV/VC systems, enterprise networks, and end-user technologies.
• Excellent communication and stakeholder management skills.
• VIP support experience and ITIL Foundation certification preferred.
• Professional certifications (CompTIA A+, Network+, Microsoft) are an advantage.