Job Title: IT Support & Systems Lead
Location: Harrogate
Salary: £45,000 – £50,000 per annum
Hours: Monday – Friday (3 days working from home) 

Are you an experienced IT professional with strong technical capability and a people focused, hands on approach? This is a role within a well established organisation operating at national scale.

This position sits at the heart of IT operations within a fast paced, collaborative environment. You will act as Deputy to the IT Manager, taking ownership of IT Support operations and ensuring the delivery of a stable, secure and responsive service across cloud, network and endpoint environments for employees across the organisation.

Key Responsibilities of IT Support & Systems Lead:

• Lead IT Support operations (1st – 3rd line) and act as senior escalation point.
• Deputise for the IT Manager and support wider IT leadership duties.
• Manage major incidents, ensuring clear communication and effective resolution.
• Oversee ITSM processes including incident, change, problem and CMDB.
• Monitor service performance and produce KPI and trend reporting.
• Support Microsoft 365, Azure, Entra ID, Intune and Cisco Meraki environments.
• Ensure secure configuration, identity/access management and resilience including patching and endpoint management.
• Support disaster recovery planning, testing and backup/restore procedures.
• Maintain CMDB accuracy and manage IT asset lifecycle.
• Approve technical changes and minimise service disruption.
• Support audits, governance, risk and compliance activities.
• Manage suppliers and ensure SLA performance and service reviews.
• Support IT projects including infrastructure delivery and stakeholder communication.
• Provide VIP/executive IT support (Board/SMT exposure desirable).
• Mentor and support junior team members.
• Participate in out of hours support rota and service continuity activities.

Experience Required:

• IT service operations experience (1st-3rd line environments).
• Strong ITSM experience including CMDB and asset lifecycle management.
• Microsoft 365, Azure, Entra ID, Intune and Cisco Meraki experience.
• Incident, problem, change and escalation management.
• KPI reporting, service performance analysis and trend reporting.
• Strong user facing IT support background.
• Supplier and stakeholder management experience.
• IT governance, audit and compliance exposure.
• IT project delivery experience.
• Experience acting as senior escalation point / deputy capacity.
• IT related degree or equivalent experience.
• ITIL Foundation and Microsoft certifications desirable.

In return, you will join a fantastic organisation within critical infrastructure, offering a role with real purpose and impact. You will work in a supportive, collaborative environment where your expertise directly contributes to the stability of essential services. The package includes a competitive salary of £45,000 – £50,000 per annum and bonus scheme plus pension, private medical and dental insurance, hybrid working, ongoing development and excellent on site facilities. APPLY TODAY!

Our Guarantee
Thank you for your initial expression of interest in our available vacancy. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the current vacancy. However, we will consider all applications for any available opportunity, present or future, and proactively contact you should we deem there to be a suitable match. Here at Impression we are committed to supporting the principles of equal opportunities and prohibit discrimination/ harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.