ICT Support Lead (Service Desk & Onsite Support)
SKILLS
FULL DESCRIPTION
ICT Support Lead (Service Desk & Onsite Support)
[Employer hidden — view at passion-project.co.uk] is a long-established and respected construction business delivering high-quality projects across the UK. We’re proud of our reputation for reliability, professionalism, and long-term relationship and behind the scenes, our ICT function plays a key role in keeping our teams connected, productive, and secure. With a busy and growing environment, we’re investing in our ICT support service to ensure it remains responsive, well-managed, and focused on continuous improvement. We are seeking an experienced ICT Support Lead to take ownership of our Service Desk and end user support function. This is a hands-on leadership role where you will: • Manage the day-to-day operation of the Service Desk • Co-ordinate and support a small team of technicians • Act as the escalation point for technical issues • Provide onsite ICT support • Work closely with ICT management to deliver ICT projects and service improvements.
Key Responsibilities
- Service Desk leadership
- Lead the daily operation of the Service Desk and ensure a high-quality support experience
- Manage and coordinate the workload of two service desk technicians, ensuring clear priorities and high-quality outcomes
- Ensure tickets are logged correctly, categorised, and progressed efficiently
- Act as the escalation point for complex or high-impact issues
- Develop and maintain support documentation and a knowledge base to improve consistency and reduce repeat issues
- Onsite support
- Provide hands-on onsite ICT support including deskside troubleshooting, device setup, meeting room support, and user assistance
- Support and maintain laptops, desktops, printers, mobile devices and peripherals
- Assist with onboarding and offboarding, including account setup, device provisioning, and access management
- Maintain accurate asset records and support lifecycle management of equipment
- Project & improvement work
- Support ICT management with ICT projects, including rollouts, upgrades, migrations, and improvements
- Identify recurring support issues and implement practical long-term solutions
- Liaise with third-party suppliers and support partners when required
- Help promote good cyber security behaviours and ensure ICT policies and best practices are followed
Key Skills & Knowledge
- Proven experience in an ICT support environment, with responsibility for coordinating service desk activity
- Strong technical skills across end user support (1st/2nd line)
- Confident troubleshooting across Windows and Microsoft 365
- Experience working in a hybrid environment (cloud + onsite services)
- Strong organisational skills with the ability to manage priorities, escalations, and competing demands
- Excellent communication and customer service skills, supporting users at all levels
- Experience using a service desk / ticketing platform
- ITIL qualification or practical ITIL knowledge
- Experience supporting multi-site or fast-paced environments
- Endpoint management experience (e.g. Intune or similar)
- Experience supporting ICT projects and service improvement work