IT Infrastructure Support Lead

Full time

We are looking for a passionate and dynamic IT Infrastructure Support Lead to join our team in London. In this role, you will be responsible for taking ownership of our IT support function and leading the day-to-day operations of the support team while acting as the escalation point for more complex technical issues. You will work as part of a collaborative, international team, creating memories that last a lifetime for our clients and their customers.

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About the Team

Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime.

We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.

Your responsibilities

What will I be doing?

Lead and support the IT Support team, providing technical guidance, mentoring, and performance oversight
Provide second line support for escalated incidents and service requests, ensuring timely and effective resolution
Support and maintain key technologies including Microsoft 365, Azure, Intune, and networking infrastructure
Ensure the smooth operation of the service desk, overseeing ticket triage, prioritisation, and resolution tracking
Lead and support the IT Support team, providing technical guidance, mentoring, and performance oversight
Provide second line support for escalated incidents and service requests, ensuring timely and effective resolution
Support and maintain key technologies including Microsoft 365, Azure, Intune, and networking infrastructure
Ensure the smooth operation of the service desk, overseeing ticket triage, prioritisation, and resolution tracking
Drive process improvements, maintain documentation, and contribute to a culture of continuous improvement
Collaborate with internal departments to understand IT needs and deliver solutions aligned with business goals
Liaise with third-party vendors and escalate issues when needed

Your profile

What skills do I need?

Proven experience in a second-line IT support role with exposure to team or task leadership
Strong technical expertise in Microsoft 365, Azure, Intune, and general networking
Excellent troubleshooting and problem-solving skills
Strong organizational and communication skills
Self-motivated, with the ability to work independently and lead by example
Relevant certifications (e.g. Microsoft 365, Azure, ITIL) are advantageous

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