Are you an experienced IT professional looking to step into a leadership role? We’re seeking a confident and capable individual to manage key operational systems and act as a critical bridge between day-to-day technical support and broader business technology goals.
As the Technical Team Lead, you’ll oversee 2nd line technical support, improve CRM and business systems performance, and lead a 1st Line Application Support Analyst. This is a hands-on role with a clear path to deeper systems ownership and strategic influence.

Benefits:

• Working hours - Monday to Friday
• Buy & Sell Annual Leave Scheme
• Employee Assistance Programme (EAP)
• Access to Employee Health Scheme
• Career development
• Employee Recognition Incentives
• Company events
• Monthly dress down days
• Tea & coffee facilities & On-site Canteen
• Local discounts / benefits.

Day-to-Day Technical & Operational Duties

• Act as the escalation point for technical incidents beyond 1st line – diagnosing and resolving 2nd line hardware, software, and business system issues.
• Troubleshoot problems across a wide range of technologies, including:
• Microsoft 365 (Teams, SharePoint, Exchange Online)
• Azure/Entra ID
• Device and endpoint support (Windows 10/11, Intune)
• CRM platforms and proprietary business systems
• Manage and maintain technical documentation, knowledgebase articles, and system support records.
• With the Service Desk Management, ensure ticket SLAs and priorities are met and reviewed, and that root causes are investigated where needed.
• Liaise with 3rd party suppliers and software vendors for issues that require escalation, follow-up, or patching.

Business Systems & CRM Responsibility

• Take operational ownership of the CRM systems and business-critical applications that underpin multiple group businesses — including systems used by sales, operations, customer service, and compliance teams.
• Understand how these systems are used in each business unit and how data flows between them.
• Maintain system performance, access management, configuration changes, and patching schedules in collaboration with vendors and stakeholders.
• Act as the main contact for CRM and app-related queries escalated beyond 1st line, while coordinating fixes, change requests, and new feature implementations.
• Assist with system audits, reporting, and functional reviews.

Team Leadership & Staff Development

• Line manage one 1st Line Application Support Analyst — providing day-to-day support, performance feedback, mentoring and guidance.
• Review tickets handled by the 1st line analyst, offer coaching where needed, and ensure smooth escalation paths are in place.
• Help plan workloads and priorities between reactive support and proactive systems work.
• Encourage a service-focused culture and lead by example in communication, documentation, and user support.

Process, Project & Service Improvement

• Contribute to the delivery of small-to-medium system improvement projects, such as:
• Rolling out new functionality in CRM platforms
• Automating business processes using low-code tools
• System migrations or upgrades
• Alongside the Senior IT Manager and Service Desk Managers, assist with medium-to-large project work which may require technical coordination or specialist application support.
• Assist with the management of Joiner, Mover, Leaver processes, license allocation, and access rights reviews.
• Identify repeat issues and propose service improvements to reduce call volumes and improve user experience.
• Participate in system risk reviews, internal audits, and compliance activities (e.g. GDPR, access control, retention policies).