ICT Support Lead; Service Desk & Onsite Support

ICT Support Lead (Service Desk & Onsite Support) Thetford - Permanent - Full Time

Background

R G Carter is a long-established and respected construction business delivering high-quality projects across the UK. We’re proud of our reputation for reliability, professionalism, and long‑term relationship and behind the scenes, our ICT function plays a key role in keeping our teams connected, productive, and secure. With a busy and growing environment, we’re investing in our ICT support service to ensure it remains responsive, well‑managed, and focused on continuous improvement.

We are seeking an experienced ICT Support Lead to take ownership of our Service Desk and end user support function. This is a hands‑on leadership role where you will:

• Manage the day‑to‑day operation of the Service Desk
• Co‑ordinate and support a small team of technicians
• Act as the escalation point for technical issues
• Provide onsite ICT support
• Work closely with ICT management to deliver ICT projects and service improvements.

What we offer:

• Competitive salary
• Pension scheme
• Healthcare
• Company Vehicle
• A supportive ICT team of 8 people
• A role with real ownership, variety, and the opportunity to improve how ICT support is delivered across the business.

Key Responsibilities

• Service Desk leadership
• Lead the daily operation of the Service Desk and ensure a high‑quality support experience
• Manage and coordinate the workload of two service desk technicians, ensuring clear priorities and high‑quality outcomes
• Ensure tickets are logged correctly, categorised, and progressed efficiently
• Act as the escalation point for complex or high‑impact issues
• Develop and maintain support documentation and a knowledge base to improve consistency and reduce repeat issues
• Onsite support
• Provide hands‑on onsite ICT support including deskside troubleshooting, device setup, meeting room support, and user assistance
• Support and maintain laptops, desktops, printers, mobile devices and peripherals
• Assist with onboarding and offboarding, including account setup, device provisioning, and access management
• Maintain accurate asset records and support lifecycle management of equipment
• Support ICT management with ICT projects, including rollouts, upgrades, migrations, and improvements
• Identify recurring support issues and implement practical long‑term solutions
• Liaise with third‑party suppliers and support partners when required
• Help promote good cyber security behaviours and ensure ICT policies and best practices are followed

Key Skills & Knowledge

• Proven experience in an ICT support environment, with responsibility for coordinating service desk activity
• Strong technical skills across end user support (1st/2nd line)
• Confident troubleshooting across Windows and Microsoft 365
• Experience working in a hybrid environment (cloud + onsite services)
• Strong organisational skills with the ability to manage priorities, escalations, and competing demands
• Excellent communication and customer service skills, supporting users at all levels
• ITIL qualification or practical ITIL knowledge
• Experience supporting multi‑site or fast‑paced environments
• Endpoint management experience (e.g. Intune or similar)
• Experience supporting ICT projects and service improvement work

Please click the ‘Apply Now’ button below and let us know in the email why you wish to apply for the role, why you feel you will be an asset to the company and your expected salary, attaching your CV for review. Thank you for your application.