The overall aim of the role:
We’re looking for someone who takes ownership, thrives on structure, and genuinely enjoys working with technology. This is a hands-on lead role focused on support, endpoint hardware, and BAU operations, with the autonomy to shape how we do things day to day.
You’ll be the final escalation point for technical issues, a key contact for staff across departments, and the go-between for our external infrastructure partner. If you enjoy improving processes, solving problems, and documenting things properlyyou’ll fit right in.
You’ll sit alongside a dedicated applications leadthis role is about support and hardware. While infrastructure is managed by an MSP, you’ll be expected to understand the basics, escalate intelligently, and keep things moving.
What you'll do:
Key Responsibilities:
Technical Ownership & Escalation
* Lead support for endpoint devices, user access, and core desktop systems
* Provide hands-on resolution across Microsoft 365, networking basics, access control, and peripherals
* Act as the final escalation point for support issuesensuring fixes are thorough and well documented
Service Delivery & Documentation
* Own internal IT documentation (onboarding, SOPs, asset tracking, BCPs, tickets)
* Champion ITIL-style service: incident, change, and problem management
* Standardise delivery through clean processes and version-controlled materials
Cybersecurity & System Hygiene
* Support cybersecurity best practicespatching, backups, access hygiene
* Help maintain secure, well-managed endpoints and audit-readiness
* Collaborate with external partners and internal leads as needed
Proactive Support & BAU Operations
* Keep BAU operations running smoothly with regular health checks and practical issue resolution
* Identify recurring issues and make support more efficient through structured improvements
* Ensure tickets, asset registers, logs, and onboarding/offboarding processes are clean and current
Collaboration & Communication
* Work closely with teams across hospitality, operations, and finance
* Liaise with our MSP (you won’t own infra, but you’ll know what’s going on)
* Sit alongside the applications lead and focus on endpoints, support, and user-facing reliability
Key Performance Indicators (KPIs)
* 99.9% endpoint/service uptime
* All onboarding/offboarding and support processes documented and followed
* 100% patch compliance and secure endpoint coverage
* Two or more process improvements delivered per year
* Asset and audit data fully maintained
Who you’ll be:
Essential Skills & Experience:
* Strong experience in IT support roles
* Confident with Microsoft 365, Windows, endpoint troubleshooting, and basic networking
* Organised and detail-orientedwhat you fix, you also document
* Familiar with ITIL-aligned service and practical cybersecurity
* Confident leading the way in building a smooth, dependable support experience
Desirable
* Experience with hospitality tech (POS, PMS)
* Certifications such as ITIL Foundation, CompTIA, Microsoft 365
What we’ll offer you
We offer generous benefits and rewards including:
* Life Assurance (4 X Annual Salary)
* Membership to Nirvana Spa and Pulse 8 facilities
* Medical Cash plan through Medicash *
* Contributory company pension scheme
* Paid breaks
* Discounts on selected products
* Annual flu vaccine
* Company sick pay *
* Free on-site parking
(* upon successful completion of probationary period)
Equal Opportunities
Nirvana Spa and Leisure Ltd recognises that discrimination in the workplace in any form is unacceptable and in most cases unlawful. We have therefore adopted an Equal Opportunities Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment, recruitment and selection, training, development and promotion. In all situations, people will be judged solely on merit or ability.
We will ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, ethnic, or national origin, sex, marital status, sexual orientation, disability, political opinion/affiliation, age, religion or belief. Our application form will be as simple and straight forward as possible and we will not ask for unnecessary information. Interview questions will be related to the requirements of the job and we will not seek irrelevant qualifications. Applicants will be short listed/selected solely on the basis of capability