IT Support Team Leader

Masonworth serves more than 10 million learners across schools, universities and businesses. Production studios in London and abroad record and edit thousands of hours of video a year. We started in 1989 and have grown to about 4,900 people.

The role

Our operations team closes around 600 tickets a month and needs one more person on the desk. As IT Support Team Leader at Masonworth, you'll handle day-to-day IT requests for about 250 employees across two offices. You can work from home anywhere in the UK. We have no office requirement.

Responsibilities

Keep ticket notes and time entries up to date. Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice. Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf. Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint. Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.

Skills and experience

8-10 years of help desk or desktop support experience. Working knowledge of Windows 10/11 and basic macOS support. Experience with Active Directory user and group management. Customer service skills and patience with non-technical users. High school diploma or GED required. Associate degree in IT preferred. Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.

Schedule: Weekdays, 7:00 AM to 3:30 PM

What we offer

Private medical insurance. Company pension. 33 days holiday including bank holidays. Enhanced maternity and paternity pay.

We may close the vacancy early if we receive a high number of applications.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Masonworth Ltd.