ABOUT THE ROLE

The IT Systems Technician Lead is a hands-on technical leader responsible for the reliable, secure, and continually improving delivery of internal IT services. The role leads the technician team, owns operational standards and escalations, and retains sufficient technical depth to administer and troubleshoot the organisation's core SaaS, endpoint, identity, and service-management platforms.

RESPONSIBILITIES

• Team Leadership & Capability: Lead, coach, and mentor IT Systems Technicians through regular one-to-ones, technical guidance, constructive feedback, skills development, and cross-training. Set clear priorities and standards, maintain suitable team coverage, support performance management, and foster a collaborative, accountable, and service-focused culture.

• Workload, Service & Escalation Ownership: Own day-to-day service delivery across incidents, requests, problems, and operational changes. Triage and allocate work, balance business-as-usual and project demand, remove blockers, act as the senior escalation point, and ensure queues, ticket quality, SLAs, KPIs, and customer communications meet agreed standards.

• Major Incident, Problem & Change Leadership: Coordinate the technical response to high-impact incidents, including stakeholder updates, service restoration, root-cause analysis, and corrective actions. Lead problem reviews and ensure production changes are risk-assessed, approved, tested, communicated, documented, and supported by rollback plans.

• Microsoft 365 & Endpoint Platform Leadership: Provide advanced administration and technical oversight for Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, security groups, licence assignment, Conditional Access, and audit-log review. Oversee endpoint management through Microsoft Intune and Windows Autopilot, including configuration, compliance, deployment, patching, and remote-support standards.

• Atlassian Service Platform Ownership: Own the administration and continual improvement of Jira, Jira Service Management, Jira Assets, and Confluence. Govern workflows, roles, permission schemes, request types, queues, SLAs, automation rules, integrations, asset data, dashboards, and knowledge content so the platforms support consistent ITIL-aligned service delivery.

• Identity, Access & User Lifecycle Governance: Oversee joiner, mover, and leaver processes and role-based access across the SaaS estate. Design and maintain secure identity integrations using Microsoft Entra ID (Azure AD), SSO, SAML, and SCIM; enforce MFA and Conditional Access; review privileged and dormant access; and ensure approvals and access records are auditable.

• Automation & Engineering Improvement: Identify, prioritise, and implement safe automation using PowerShell, Bash, platform APIs, webhooks, and Jira/JSM automation. Apply peer review, testing, documentation, error handling, and least-privilege principles, and measure the reduction in manual effort and operational risk.

• Documentation, Knowledge & Quality: Set documentation standards and ensure the team maintains accurate runbooks, Standard Operating Procedures, Knowledge Base articles, system records, support handover material, and recovery procedures in Confluence or the approved repository. Review recurring tickets and quality trends to drive continual improvement.

• Projects & Stakeholders: Plan technician capacity for projects and coordinate with project managers, People teams, and business stakeholders. Report clearly on service health, operational priorities, incident trends, team performance, and improvement initiatives.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent relevant professional experience.

• 5+ years of experience in IT systems administration, SaaS administration, or enterprise IT operations, including demonstrated experience leading, coaching, or coordinating technical staff.

• Advanced hands-on administration of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, security groups, licensing, Conditional Access, and audit logs.

• Hands-on experience with endpoint and mobile-device management using Microsoft Intune and Windows Autopilot.

• Strong administration experience across Jira, Jira Service Management, Jira Assets, and Confluence, including workflows, permissions, queues, SLAs, automation, reporting, and integrations.

• Strong identity and access management knowledge, including Microsoft Entra ID (Azure AD), SSO, SAML, SCIM, MFA, role-based access control, privileged access, and joiner-mover-leaver processes.

• Practical knowledge of ITIL 4-aligned incident, request fulfilment, problem, change, knowledge, and service-level practices, with Jira Service Management used as a system of record.

• Demonstrated ability to lead escalations and major incidents, communicate under pressure, facilitate root-cause analysis, and drive corrective actions to completion.

• Strong scripting and automation capability using PowerShell, Bash, platform APIs, or equivalent tools, with sound testing, documentation, and change-control practices.

Benefits

• Opportunities for enriching career growth, including exposure to regional contexts

• Complimentary snacks and beverages available in the office pantry
• Healthcare coverage (medical, dental, optical), gym benefits
• Flexibility in smart casual dress code
• Young, vibrant and open work culture