IT Support Lead
ReleafUnited Kingdom1 day ago
Full-timeRemote FriendlyOther
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IT Support Lead — Remote (UK)
Location: Remote (UK). Occasional site visits for rollouts, audits, and vendor work.
Reports to: IT Manager
Type: Full-time, Permanent
Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. Headquartered in the UK, we aim to enhance the quality of life for our patients through cutting-edge solutions and outstanding patient service. We're a fast growing team of passionate professionals, on a mission to put patients back in control of their health journey; we've seen first-hand how alternative treatments can change lives.
Why this role exists
Reporting to the IT Manager, the IT Support Lead will assume full operational ownership of the Service Desk. This role is responsible for the end-to-end resolution of incidents and requests, ensuring the desk remains stable and high-performing. While this is an autonomous position requiring you to do the heavy lifting of daily support, you will work in close partnership with the IT Manager, who remains available as a backup and support resource. This position offers a balance of service delivery and technical growth, allowing you to partner on key projects while preparing the environment for growth.
What You'll Do
Operations
Our application process starts off with an informal remote meeting followed by a written test. We are an inclusive employer and would welcome applications from a diverse range of applicants; if there is anything we can do to help support you during the interview process, please let us know.
Location: Remote (UK). Occasional site visits for rollouts, audits, and vendor work.
Reports to: IT Manager
Type: Full-time, Permanent
Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. Headquartered in the UK, we aim to enhance the quality of life for our patients through cutting-edge solutions and outstanding patient service. We're a fast growing team of passionate professionals, on a mission to put patients back in control of their health journey; we've seen first-hand how alternative treatments can change lives.
Why this role exists
Reporting to the IT Manager, the IT Support Lead will assume full operational ownership of the Service Desk. This role is responsible for the end-to-end resolution of incidents and requests, ensuring the desk remains stable and high-performing. While this is an autonomous position requiring you to do the heavy lifting of daily support, you will work in close partnership with the IT Manager, who remains available as a backup and support resource. This position offers a balance of service delivery and technical growth, allowing you to partner on key projects while preparing the environment for growth.
What You'll Do
Operations
- Take full ownership of the IT Service Desk serving as the single point of contact and resolution for all incidents and requests
- Drive operational excellence, not only by resolving tickets but proactively identify trends and implement fixes to reduce ticket volume.
- Deliver new starter inductions, ensuring a smooth joiner process offering support along the way, including user training sessions for Google Workspace.
- Procurement of IT hardware and supplies for end users
- Collaborate with MSP to manage laptop warehousing, joiners and leavers.
- Administer Google Workspace (Admin Console, Gmail, Drive, Groups, etc), Intune, Entra ID, Autopilot, Microsoft 365, Slack, Linear, SentinelOne, Jamf, Jumpcloud
- Administer SaaS tool application access (role based matrix)
- Experience managing both Windows and macOS fleets
- Service mindset and clear communication with non-technical users
- Support with Information Security initiatives such as audits or remediation work.
- Keep a small "build bench" for rapid swaps
Our application process starts off with an informal remote meeting followed by a written test. We are an inclusive employer and would welcome applications from a diverse range of applicants; if there is anything we can do to help support you during the interview process, please let us know.
Key Skills
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