IT Support Lead

Releaf Dispensary Limited; Remote; GBP 40,000 - 60,000; Full time

Job summary

A pioneering medical cannabis clinic in the UK is seeking an experienced IT Support Lead to manage the IT Service Desk and ensure operational excellence. You'll own the resolution of support requests, provide user training, and manage IT hardware procurement. The ideal candidate will thrive in a fast-paced environment, demonstrating expertise in Google Workspace and both Windows and macOS systems. This role offers flexible working, training opportunities, and various employee benefits.

Benefits

Private health insurance

Employee Assistance Program

Personalised training and development

Access to employee perks

Qualifications

• Excited to join a busy growing organization with a supportive culture.
• Ability to take ownership of the IT Service Desk.
• Experience in delivering user training sessions for Google Workspace.

Responsibilities

• Own operational management of the IT Service Desk.
• Identify trends to reduce ticket volume proactively.
• Procure IT hardware and deliver new starter inductions.

Skills

Google Workspace administration

Operational excellence

Windows and macOS management

Information Security initiatives

User training

Service mindset

Tools

Intune

Microsoft 365

Slack

Jamf

Job description

IT Support Lead — Remote (UK)

Location: Remote (UK). Occasional site visits for rollouts, audits, and vendor work.

Reports to: IT Manager

Type: Full-time, Permanent

Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. Headquartered in the UK, we aim to enhance the quality of life for our patients through cutting‑edge solutions and outstanding patient service. We're a fast‑growing team of passionate professionals, on a mission to put patients back in control of their health journey; we've seen first‑hand how alternative treatments can change lives.

Why this role exists

Reporting to the IT Manager, the IT Support Lead will assume full operational ownership of the Service Desk. This role is responsible for the end‑to‑end resolution of incidents and requests, ensuring the desk remains stable and high‑performing. While this is an autonomous position requiring you to do the heavy lifting of daily support, you will work in close partnership with the IT Manager, who remains available as a backup and support resource. This position offers a balance of service delivery and technical growth, allowing you to partner on key projects while preparing the environment for growth.

What You’ll Do

Operations

• Take full ownership of the IT Service Desk serving as the single point of contact and resolution for all incidents and requests
• Drive operational excellence, not only by resolving tickets but proactively identify trends and implement fixes to reduce ticket volume.
• Deliver new starter inductions, ensuring a smooth joiner process offering support along the way, including user training sessions for Google Workspace.
• Procurement of IT hardware and supplies for end users
• Collaborate with MSP to manage laptop warehousing, joiners and leavers

Technology

• Administer Google Workspace (Admin Console, Gmail, Drive, Groups, etc), Intune, Entra ID, Autopilot, Microsoft 365, Slack, Linear, SentinelOne, Jamf, Jumpcloud
• Administer SaaS tool application access (role based matrix)
• Experience managing both Windows and macOS fleets
• Service mindset and clear communication with non‑technical users
• Support with Information Security initiatives such as audits or remediation work.
• Keep a small "build bench" for rapid swaps

We're looking for someone who is excited to join a busy growing organisation - our team culture is based on support and respect and we take a proactive approach to employee progression and development. The ideal candidate for this role will be happy to roll their sleeves up and can take ownership of this role. In return, we offer flexible working; personalised training and development; private health insurance, Employee Assistance Programmes; access to employee perks and Releaf staff patient benefits.

Our application process starts off with an informal remote meeting followed by a written test. We are an inclusive employer and would welcome applications from a diverse range of applicants; if there is anything we can do to help support you during the interview process, please let us know.