IT Services Lead

IT Services Lead 

Location: Cardiff/work from home (with travel to other offices)

Department: IT Services

Reporting to: IT Services Manager

Hours: Full-time (flexibility required, including occasional out-of-hours work)

The Role

This is an exciting opportunity for an experienced IT professional who is ready to take the next step in their career.

We are looking for a confident and motivated individual to step into an IT Lead role, combining hands-on support with the opportunity to supervise and develop a small IT team.

You will continue to provide excellent day-to-day IT support while building your leadership skills, taking on responsibility for guiding team members and helping to shape how IT services are delivered across the business — including supporting the firm’s approach to cyber security and safe use of IT systems.

The role is based in Cardiff, with regular travel to other offices and occasional work outside of normal hours as required.

Key Responsibilities

• Provide high-quality IT support to users across multiple offices, both remotely and face-to-face
  
• Act as a senior point of escalation for complex IT issues
  
• Stepping into a supervisory role, supporting and guiding members of the IT team
  
• Ensure excellent customer service and user experience across all IT interactions
  
• Troubleshoot hardware, software, and system issues efficiently
  
• Supporting the firm’s cyber security practices, including promoting good user behaviour, identifying risks, and assisting with security-related queries
  
• Work with third-party suppliers and support providers to resolve issues
  
• Support the delivery of IT projects, upgrades, and system improvements
  
• Monitor helpdesk activity and help drive continuous improvement in service delivery
  
• Travel to offices as required to provide on-site support and maintain relationships with teams
  

Skills & Experience Required

• Minimum 2+ years’ experience in an IT support role (or equivalent)
  
• Experience supervising or mentoring staff
  
• Strong administration experience
  
• Strong troubleshooting, attention to detail and problem-solving skills
  
• Confident supporting a range of users and systems in a professional environment
  
• Excellent communication skills, with the ability to explain technical issues in plain English
  
• Customer-focused approach with a passion for helping users
  
• Experience working with Microsoft 365 and standard business applications
  
• Ability to prioritise workload and work under pressure to meet deadlines
  
• Full UK driving licence and willingness to travel between offices
  

Personal Attributes

• Outgoing, approachable, and professional
  
• Positive attitude and strong team player
  
• Organised and able to manage multiple priorities
  
• Comfortable working independently and taking ownership of issues
  
• Proactive and solutions-focused mindset
  

What We Offer

• A varied and engaging role within a supportive IT team
  
• Opportunities to develop leadership and technical skills
  
• Exposure to a wide range of technologies and projects
  
• Flexible working arrangements
  

How to Apply

If you are passionate about IT, enjoy supporting users, and are ready to take the next step into a leadership role, we would love to hear from you.