IT Support Lead

About the role

We are partnering with a fast‑growing AI and technology company to find an IT Support Lead who will own and improve IT support operations across several European offices. This hands‑on leadership role combines people management, service excellence, and the implementation of automation and AI tools to boost efficiency and user experience.

Key responsibilities

• Lead and develop a distributed IT support team, including on‑call rotas and escalation handling.
• Design, configure, and maintain Jira Service Management workflows, automations, SLAs, and reporting.
• Manage support queues, monitor KPIs, and use data‑driven insights to continuously improve service quality.
• Implement automation and AI‑driven solutions (e.g., Copilot, chatbots) to streamline routine tasks.
• Collaborate with stakeholders across the organisation to align support services with business needs.

Required profile

• 5+ years of experience in IT support, with a proven track record of leading a team.
• Strong expertise in Jira Service Management (workflows, automations, SLAs, reporting).
• Experience managing support queues, escalations, and on‑call rotations.
• Data‑driven mindset using KPIs and service metrics.
• Exposure to AI, automation, Copilot, chatbots, or similar tools.
• Excellent stakeholder management and communication skills.

Required skills

• Jira Service Management
• Automation
• AI Tools
• M365 (Microsoft 365)

What we offer

• Opportunity to shape a modern, AI‑powered support function.
• High‑impact role with real ownership and visibility.
• Collaboration with world‑class engineers and AI specialists.
• Competitive compensation package, including equity and excellent benefits.
• Fast‑growing environment tackling complex technical challenges.