TechEx Team Lead (IT Support)

Location: St. Giles High Street, London, United Kingdom. Eligibility to work in the UK is required, with ability to travel globally and attend an in-person interview if requested.

Company

hirify.global is a global media and entertainment company producing and distributing film, television, streaming, news, and theme park content.

What you will do

• Oversee daily IT support operations, resource allocation, ticket assignment, escalations, and service-level performance.
• Create and maintain real-time dashboards for KPIs, SLAs, support trends, and team performance.
• Prioritize business-as-usual and project work based on urgency, business impact, and available resources.
• Mentor team members, lead onboarding and training, and balance development opportunities across the team.
• Maintain effective communication with internal departments, stakeholders, and end users regarding incidents, outages, and system changes.
• Implement process improvements, automate routine tasks, and explore AI-driven support solutions.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• At least 5 years of experience in IT support; 2 or more years in a leadership or supervisory role preferred.
• Experience with ITSM tools, dashboarding software such as Power BI or Tableau, and ticketing systems such as ServiceNow or Jira.
• Understanding of network fundamentals, common operating systems, and IT infrastructure issues.
• Strong organizational, interpersonal, communication, and team management skills.
• Must be eligible to work in the UK; ability to travel globally is required.

Nice to have

• Familiarity with media technology and workflows.
• Flexibility for occasional out-of-hours support during major events or critical incidents.

Culture & Benefits

• Inclusive, collaborative environment focused on professional growth and knowledge sharing.
• Commitment to continuous improvement and high standards of user support.
• Opportunity to contribute to strategic initiatives and special projects within IT operations.