IT Support Team Lead (3rd Line)

IT Support Team Lead (3rd Line) - Onsite - Bury We’re looking for an IT Support Team Lead / 3rd Line Engineer to take ownership of our support function and help improve IT operations and infrastructure. You’ll lead the day-to-day IT support team, act as the senior escalation point for complex technical issues, and contribute to infrastructure improvements including an on-premise to Microsoft Azure cloud migration. Working closely with the Platform and Engineering teams, you’ll ensure support runs efficiently while they focus on platform development and DevOps initiatives. Your Responsibilities • Lead the IT support team and manage day-to-day operations • Act as the 3rd line escalation point for complex issues • Manage ticket queues and allocate workloads • Oversee end-user support across hardware, software, networking and cloud • Contribute to infrastructure improvements and Azure migration projects • Build and document support processes and automation • Mentor junior engineers and support team development Tech Stack Microsoft: Microsoft 365, Entra ID, Intune, Active Directory, GPO, SSO, Teams, SharePoint Infrastructure: VMware (vCenter / ESXi), Dell servers & storage Operating Systems: Windows 11, Windows Server 2019+, Ubuntu Networking: Firewalls, OS10 switches Database: Basic MS SQL administration (backups, instances, maintenance) Security: Patch management, antivirus, 3-2-1 backup strategies Nice to Have AWS Cloud Azure Barracuda email archiving Team Structure Support Team: 4 engineers Platform Team: 2–3 engineers (growing) Reporting to the Platform Team Lead Location On-site – 5 days per week initially