IT Support Lead

Wahl UK Ltd; Ramsgate; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company in Ramsgate is seeking an experienced IT Support Lead to oversee IT support activities and ensure smooth operation of all information technology systems. Responsibilities include problem resolution, collaborating with the Global IT team, and ensuring compliance with security policies. The ideal candidate has a Bachelor's degree in IT or a related field, proven experience in IT support, and strong technical and communication skills. This full-time role requires 40 hours per week on site.

Qualifications

• Proven experience in IT support, ideally in a manufacturing or corporate environment.
• Strong knowledge of network administration, troubleshooting, and IT service management.
• Familiarity with cybersecurity principles and data protection regulations.

Responsibilities

• Serve as the primary escalation point for all technical issues.
• Provide hands-on support for troubleshooting and problem resolution.
• Ensure timely resolution of support tickets to maintain user satisfaction.

Skills

Technical acumen

Communication skills

Leadership abilities

Problem-solving

Organizational skills

Education

Bachelor’s degree in Information Technology or related field

Tools

Windows operating systems

Cloud services (e.g., Office 365, Azure)

Virtualization

Job description

The IT Support Lead at the Wahl UK facility is an essential role designed to ensure the smooth operation of all information technology systems on site in accordance with Global IT standards. The IT Support Lead will be responsible for overseeing day-to-day support activities and acting as a trusted advisor to internal stakeholders.

This role requires a blend of strong technical acumen, excellent communication skills, and proven leadership abilities. The IT Support Lead will play a pivotal role in ensuring the reliability and security of the company’s infrastructure, supporting business continuity, and enhancing user experience across all departments.

Key Responsibilities

• Serve as the primary escalation point for all technical issues affecting hardware, software, ERP basic processes and network systems.
• Provide hands-on support and guidance for troubleshooting, problem resolution, and preventive maintenance activities.
• Ensure timely and effective resolution of support tickets, maintaining high levels of user satisfaction.
• Partner with the Global Infrastructure team for the maintenance, upgrades, and performance monitoring of servers, workstations, network devices, and other IT infrastructure components.
• Implement and enforce Global standards for systems configuration, backup procedures, and disaster recovery planning.
• Collaborate with external vendors and service providers to support infrastructure projects, procurement, and maintenance contracts.
• Ensure all systems adhere to company security policies, including GDPR and ISO certifications.
• Develop and deliver training materials and sessions for staff on IT systems, cybersecurity awareness, and software applications.
• Partner with the Global IT team for IT projects, including system upgrades, office moves, and technology rollouts.
• Track project progress, manage budgets, and report outcomes to senior leadership.
• Act as the primary IT contact for all departments within the Wahl UK facility.
• Build strong relationships with key stakeholders to anticipate needs and deliver innovative solutions.
• Communicate effectively with non-technical staff to bridge the gap between technology and business objectives.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Proven experience in IT support, ideally in a manufacturing or corporate environment.
• Strong knowledge of Windows operating systems, network administration, troubleshooting, and IT service management practices.
• Experience with cloud services (e.g., Office 365, Azure), virtualization, and mobile device management.
• Familiarity with cybersecurity principles, data protection regulations, and compliance frameworks.
• Excellent problem-solving, organizational, and communication skills.
• Project management experience and ability to prioritize multiple competing tasks.

Personal Attributes

• Proactive and resourceful, with a commitment to delivering outstanding service.
• Adaptable and resilient in a fast-paced, dynamic business environment.
• Collaborative team player as part of the Global IT team.
• Analytical thinker with a keen eye for detail and process improvement.
• Effective communicator, able to explain technical concepts to non-technical audiences.

This role is based on site at our offices in Manston, Ramsgate.

40 hours per week, Monday to Friday with flexibility required to meet the needs of the business.

We are realistic in relation to remuneration.