Senior ITIL & Infrastructure Lead (Incidents & Change)

Itchyfeet Recruitment Agency; United Kingdom; On-site; GBP 65,000 - 90,000; Full time

Job summary

Itchyfeet is seeking an experienced ITIL Support & Infrastructure Manager to lead IT support and infrastructure operations across multiple locations in the United Kingdom. The role blends hands-on technical expertise with strong leadership, reporting to the Head of Technology and collaborating with Cyber Security colleagues to ensure secure, recoverable services.

You will drive improvements in incident, problem, and change processes, develop team capabilities, and coordinate with third‑party

Qualifications

• Broad practical knowledge of IT support and infrastructure operations, gained through relevant experience, training, or equivalent education.
• Advanced working knowledge of technologies such as Microsoft 365, Azure server management, Active Directory or Entra ID, Meraki networking, MDM, MFA, endpoint management, patching, backups, and recovery solutions.
• Ability to diagnose complex technical issues, assess options, and recommend appropriate responses within defined authority levels.
• Experience in coordinating incidents, managing problems, balancing competing priorities, and overseeing third‑party technical support.
• Proven experience in leading and developing a support team, including allocating work effectively.
• Strong verbal and written communication skills, with the ability to convey technical information to diverse audiences.
• Willingness and ability to travel between various locations and provide out‑of‑hours/on‑call support, including physical installations, movements, or troubleshooting of IT equipment.

Responsibilities

• Lead and coordinate day‑to‑day IT support and infrastructure activity across multiple locations.
• Manage, support, and develop the Support Team, setting clear priorities and creating consistent working methods.
• Take responsibility for work allocation and team capability, including recruitment, setting objectives, conducting appraisals and probation assessments, managing attendance, performance, and colleague development.
• Act as a technical point of expertise across assigned infrastructure, cloud, network, endpoint, and service‑management technologies.
• Coordinate the diagnosis, escalation, and resolution of complex or significant incidents within agreed protocols and authority limits.
• Plan and coordinate maintenance, patching, access, backup, recovery, disaster‑recovery, change, and service‑improvement activities.
• Collaborate with third‑party providers, ensuring performance is met and coordinating technical support within agreed commercial and technical parameters.
• Develop and enhance ITIL‑aligned incident, problem, change, asset, and service‑desk practices within specified approval frameworks.
• Utilize service reporting and dashboards to monitor performance, identify trends, and support continuous improvement efforts.
• Clearly communicate technical information to colleagues, managers, and providers, particularly during times of changing priorities or service disruptions.

Skills

ITIL expertise

Leadership

Incident management

Change management

Cloud technologies

Azure

Active Directory/Entra ID

Meraki

MDM

End-user support

Communication

Tools

Microsoft 365

Azure server management

Active Directory/Entra ID

Meraki networking

MDM

Job description

Itchyfeet is seeking an experienced ITIL Support & Infrastructure Manager to lead IT support and infrastructure operations across multiple locations in the United Kingdom. The role blends hands-on technical expertise with strong leadership, reporting to the Head of Technology and collaborating with Cyber Security colleagues to ensure secure, recoverable services.

You will drive improvements in incident, problem, and change processes, develop team capabilities, and coordinate with third‑party