Tailor Made Technologies - Lead IT Support Technician

Loxo; Winchester; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Structured training and development  p

Collaborative and progressive working

Job summary

Tailor Made Technologies is seeking an experienced Site-Based Onsite IT Lead to be based in Winchester, joining our onsite engineering team to provide day-to-day IT support with leadership responsibilities. You will work onsite five days a week and may travel to London for client support on occasion.

You will deliver efficient IT support, guide a small onsite team, and stay involved in hands-on technical work while maintaining excellent customer service and coordination with the client.

Qualifications

• Experience in IT support or service desk environments.
• Ability to provide informal leadership to team members.
• Familiarity with ticketing systems and incident management processes.

Responsibilities

• Supporting and guiding the onsite support team on a day-to-day basis.
• Acting as an escalation point for technical issues where required.
• Coordinating incidents and service requests with the customer.
• Ensuring clear and effective communication between the client and support teams.
• Delivering excellent customer service through efficient ticket management.
• Providing first-line and second line fixes where possible.
• Escalating incidents appropriately when necessary.
• Managing and prioritising workload queues in line with SLAs.
• Supporting the service desk and wider IT teams when required.
• Assisting with project work and non-BAU tasks.
• Maintaining a proactive approach to improving service delivery and customer satisfaction.

Skills

IT support experience

Informal leadership

Ticketing & incident management

Tools

Azure

AWS

Windows desktop

Windows Server

Microsoft 365

Microsoft Exchange

Active Directory

VMware

Citrix

ITIL

Job description

Overview of the Role

We are currently recruiting an experienced Site-Based Onsite IT Lead who will be based in Winchester at one of our fastest growing client sites. This role will join our established onsite engineering team, providing day-to-day IT support for our client with some leadership responsibilities mixed in. It would suit an experienced technical support engineer looking to take on a formal leadership role or an hand-on IT Manager looking for a change of environment.

You will bring your IT knowledge, customer service experience, and team coordination skills to deliver an efficient, approachable, and streamlined approach to resolving IT issues.

As the Onsite IT Support Lead, you will play a key role in supporting and guiding a small onsite team, while remaining actively involved in hand‑on technical support. You will be expected to work on‑site five days per week with occasional (paid for) travel to London to support the customers London office..

Key Responsibilities

As an Onsite IT Support Lead, you will act as both a senior technical resource and a point of coordination for the onsite team. Responsibilities include:

• Supporting and guiding the onsite support team on a day-to-day basis
• Acting as an escalation point for technical issues where required
• Coordinating incidents and service requests with the customer
• Ensuring clear and effective communication between the client and support teams
• Delivering excellent customer service through efficient ticket management
• Providing first-line and second line fixes where possible
• Escalating incidents appropriately when necessary
• Managing and prioritising workload queues in line with SLAs
• Supporting the service desk and wider IT teams when required
• Assisting with project work and non-BAU tasks
• Maintaining a proactive approach to improving service delivery and customer satisfaction

Skills & Experience

Core Experience

• Experience working within an IT support or service desk environment
• Experience providing guidance or informal leadership to team members
• Familiarity with ticketing systems and incident management processes

Technical Skills (Desirable)

Experience in some of the following is beneficial (not all required):

• Azure or AWS cloud
• Windows Desktop configuration and support
• Windows Server support
• Microsoft 365 / Office 365
• Microsoft Exchange
• Active Directory administration
• VMware
• Citrix
• ITIL framework knowledge
• Strong communication and interpersonal skills
• Organised and able to prioritise workload effectively
• Customer-focused mindset
• Team-oriented with a supportive approach
• Proactive and self-motivated
• Ability to remain calm under pressure
• Problem-solving mindset with attention to detail
• Ability to coach and support colleagues where needed

About Tailor Made Technologies

Tailor Made Technologies is a fast‑growing technology company based in Whiteley, near Fareham. We are an award‑winning Managed Service Provider supporting clients across the UK and Europe.

We pride ourselves on our strong team culture and commitment to delivering exceptional service. When you join us, you’ll be part of a supportive and forward‑thinking environment where your development is actively encouraged.

• Structured training and development programme
• Collaborative and progressive working environment