Join to apply for the Technical Team Lead role at Ruby Energy.
Are you an experienced IT professional looking to step into a leadership role? Were seeking a confident and capable individual to manage key operational systems and act as a critical bridge between day-to-day technical support and broader business technology goals.
As the Technical Team Lead, youll oversee 2nd line technical support, improve CRM and business systems performance, and lead a 1st Line Application Support Analyst. This is a hands-on role with a clear path to deeper systems ownership and strategic influence.
Benefits
* Working hours - Monday to Friday
* Buy & Sell Annual Leave Scheme
* Employee Assistance Programme (EAP)
* Access to Employee Health Scheme
* Career development
* Employee Recognition Incentives
* Company events
* Monthly dress down days
* Tea & coffee facilities & On-site Canteen
* Local discounts / benefits.
Key Responsibilities
Day-to-Day Technical & Operational Duties
* Act as the escalation point for technical incidents beyond 1st line diagnosing and resolving 2nd line hardware, software, and business system issues.
* Troubleshoot problems across a wide range of technologies, including:
*
o Microsoft 365 (Teams, SharePoint, Exchange Online)
o Azure/Entra ID
o Device and endpoint support (Windows 10/11, Intune)
o CRM platforms and proprietary business systems
* Manage and maintain technical documentation, knowledgebase articles, and system support records.
* With the Service Desk Management, ensure ticket SLAs and priorities are met and reviewed, and that root causes are investigated where needed.
* Liaise with 3rd party suppliers and software vendors for issues that require escalation, follow-up, or patching.
Business Systems & CRM Responsibility
* Take operational ownership of the CRM systems and business-critical applications that underpin multiple group businesses including systems used by sales, operations, customer service, and compliance teams.
* Understand how these systems are used in each business unit and how data flows between them.
* Maintain system performance, access management, configuration changes, and patching schedules in collaboration with vendors and stakeholders.
* Act as the main contact for CRM and app-related queries escalated beyond 1st line, while coordinating fixes, change requests, and new feature implementations.
* Assist with system audits, reporting, and functional reviews.
Team Leadership & Staff Development
* Line manage one 1st Line Application Support Analyst providing day-to-day support, performance feedback, mentoring and guidance.
* Review tickets handled by the 1st line analyst, offer coaching where needed, and ensure smooth escalation paths are in place.
* Help plan workloads and priorities between reactive support and proactive systems work.
* Encourage a service-focused culture and lead by example in communication, documentation, and user support.
Process, Project & Service Improvement
* Contribute to the delivery of small-to-medium system improvement projects, such as:
* Rolling out new functionality in CRM platforms
* Automating business processes using low-code tools
* System migrations or upgrades
* Alongside the Senior IT Manager and Service Desk Managers, assist with medium-to-large project work which may require technical coordination or specialist application support.
* Assist with the management of Joiner, Mover, Leaver processes, license allocation, and access rights reviews.
* Identify repeat issues and propose service improvements to reduce call volumes and improve user experience.
* Participate in system risk reviews, internal audits, and compliance activities (e.g. GDPR, access control, retention policies).
Essential & Skills & Experience
* 35 years in a 2nd line IT support or senior service desk role.
* Strong troubleshooting experience across Microsoft 365, Windows OS, Azure AD, and business systems.
* Experience managing or supporting CRM systems or similar business platforms.
* Proven ability to document processes and resolve user-facing issues.
* Prior experience mentoring or supporting junior team members.
* Confident engaging with non-technical staff and explaining technical issues clearly.
Desirable
* Exposure to working in a multi-company or multi-brand environment.
* Familiarity with Jira Service Management or similar ITSM platforms.
* Experience working with CRM systems (e.g. Salesforce, Dynamics, or industry-specific platforms).
* Understanding of change control and systems governance processes.
* Experience with Microsoft Power Platform (e.g. Power Automate) or other workflow tools.
* ITIL Foundation or similar service management certification.
Personal Qualities
* Professional, dependable, and organised.
* Strong ownership mentality follows problems through to resolution.
* Calm under pressure and capable of prioritising workload effectively.
* Motivated to improve systems and user experience, not just close tickets.
* Clear communicator, both written and verbal.
* Supportive leader who helps others grow
Seniority level
* Mid-Senior level
Employment type
* Contract
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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