{"id":1375185,"url":"https://alion.io/job/beggars-group-it-support-lead","title":"IT Support Lead","company":{"id":1804216,"name":"Beggars Group","domain":"beggars.com","url":"https://alion.io/company/beggars","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"Copilot Studio","optional":true},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Wi-Fi","optional":true},{"name":"Zscaler","optional":true}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-01T18:29:46Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About the Role\nWe are looking for an experienced and energetic ITSupport Lead to own the delivery of IT support across our business.\nThis is a hands-on role for someone who combines excellent technical skills with a genuine passion for helping people.\nYou'll lead our service desk function, manage two IT engineers, and ensure that core user-facing processes such as onboarding, offboarding, device management, and user support are delivered to a consistently high standard.\nWe're predominantly an Apple-based organisation, with most employees using MacBooks and Apple devices, supported through JAMF and modern device management practices. We also maintain a smaller Windows estate, so you'll be comfortable supporting both environments and ensuring a consistent user experience across the business.\nThis is a fully office-based position based in our London office. We believe great IT support is built on strong relationships and visibility, so the successful candidate will be highly present within the business, working closely with users and stakeholders on a day-to-day basis. The role also includes regular visits to our UK label offices, typically every three weeks, to provide hands-on support, maintain relationships and ensure a consistent level of service across the wider organisation.\nYou'll be the face of IT for many of our employees, building strong relationships across the organisation and ensuring technology enables people to do their best work.\nWe're also looking for someone who is excited about the opportunities created by AI. Whether it's implementing AI-powered helpdesk agents, automating routine tasks, improving knowledge management, or finding smarter ways to support users, you'll play a key role in shaping the future of IT operations.\nWhat You'll Be Doing\nOwning and managing the day-to-day IT Service Desk function.\nBuilding strong relationships with users through regular face-to-face support and engagement across the business. \nLeading, mentoring and developing two IT engineers.\nActing as the senior escalation point for technical issues.\nDelivering an excellent employee IT experience with a strong customer-service focus.\nManaging starter, mover and leaver processes.\nAdministering and maintaining our predominantly Apple device estate, including MacBooks, iPhones and other end-user technology. \nManaging JAMF and Microsoft Intune to ensure devices remain secure, compliant and well-managed. \nSupporting a smaller Windows estate alongside our Apple environment. \nManaging software deployment, patching, provisioning and device lifecycle processes across both platforms.\nSupporting Microsoft 365, Entra ID, Teams and related services.\nMaintaining endpoint security, asset management and software deployments.\nIdentifying opportunities to improve support processes and automate repetitive tasks.\nEvaluating and implementing AI solutions that improve service quality, efficiency and user experience.\nProducing and maintaining support documentation, knowledge articles and operational procedures\nManaging relationships with desktop vendors (e.g. O2, BT, Adobe), including account reviews and renewals\nVisiting label offices on a regular basis (typically every three weeks) to provide on-site support, maintain equipment and understand local technology requirements. \nEnsuring a consistent IT support experience across both the London office and wider label locations. \nWhat We're Looking For\nEssential\nSeveral years' experience in an IT support, service desk or end-user technology role.\nExcellent troubleshooting and problem-solving skills.\nComfortable working in a fully office-based role and providing highly visible, in-person support.\nPrevious experience leading, mentoring or supervising support engineers.\nStrong knowledge of Microsoft 365, Entra ID, Teams and endpoint management.\nExperience managing both Windows and Apple devices.\nStrong experience supporting Apple devices in a business environment. \nDeep knowledge of, and experience with, JAMF Pro and modern Apple device management. \nExperience supporting Windows endpoints and Microsoft technologies, with good knowledge of Microsoft inTune\nStrong organisational skills and the ability to manage competing priorities.\nOutstanding communication skills with a customer-first mindset.\nGreat documentation skills, used to writing out policies and guides\nWillingness to travel regularly to other UK office locations as part of a planned site visit schedule. \nDesirable\nExperience introducing AI-driven solutions into IT operations.\nExperience with AI helpdesk agents, workflow automation or self-service technologies.\nKnowledge of Copilot Studio or similar automation platforms.\nExperience working within ITIL-based environments.\nExposure to cybersecurity, endpoint security or compliance frameworks.\nJAMF certification\nExperience supporting video conferencing (e.g. Zoom, Teams)\nEntry-level scripting (e.g. Bash, Python, Powershell)\nExposure to network / infrastructure troubleshooting (e.g. WiFi, firewalls)\nExperience of using a ZTNA platform such as Netskope or Zscaler\nExperience in creative organisations\nActive interest in music \nAbout You\nYou'll thrive in this role if you are:\nA self-starter who takes ownership and follows through.\nNaturally curious and always looking for ways to improve how things are done.\nPassionate about delivering excellent customer service.\nComfortable working both strategically and hands-on.\nAn effective coach and mentor to more junior team members.\nPositive, approachable and someone people enjoy working with.\nSomeone who enjoys building relationships face-to-face and being a visible, trusted presence within the business\nExcited by technology and the opportunities that AI brings to modern IT teams. \nThe ideal candidate will be passionate about the Apple ecosystem and modern workplace technologies, while remaining equally comfortable supporting Windows-based users and services where required. \nWhy Join Us?\nThis is an opportunity to take ownership of a critical function, shape the future of IT support, and make a visible impact across the organisation. You'll work closely with the Global IT Operations Manager, have the freedom to drive improvements, and play a leading role in modernising how IT services are delivered.\nIf you're someone who enjoys solving problems, helping people, and bringing new ideas to life, we'd love to hear from you.","description_format":"text","description_chars":6390,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-28T06:11:08Z"}],"liveness":{"score":82,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.818,"p_room":1,"age_days":7,"expected_fill_days":24,"reasons":["conf:11","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/beggars-group-it-support-lead","json_url":"https://alion.io/job/beggars-group-it-support-lead.json","meta":{"generated_at":"2026-10-01T19:57:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2602,"day_limit":5000,"remaining_today":2398,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}