IT System Technician Lead

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 a