Description:
Makers is a leading tech talent and training provider with a mission to shape the future of tech talent.
Through our innovative platform, we help businesses transform their tech teams with future-focused talent and training programmes. We also help ambitious career switchers retrain in software engineering and launch successful tech careers.
We’re looking for an IT Support Lead to keep our tech running smoothly and our people feeling empowered. In this role, you won’t just be resetting passwords—you’ll manage IT operations end-to-end, support staff and students, and play a key role in enhancing our IT infrastructure.
You'll collaborate with our Ops & IT Coordinator to troubleshoot complex issues, manage hardware and software lifecycles, and support key projects. You'll also have the chance to upskill in cybersecurity—contributing to ISO 27001 and Cyber Essentials Plus compliance, improving our security controls, and getting hands-on with monitoring and incident response.
Makers works in a hybrid way, enabling flexibility for all of our team members. This role requires a minimum of 2 days onsite per week in our Shoreditch office in London.
Key Job Responsibilities
End-User Support & Equipment Management
- Provide comprehensive technical support to staff and students across various channels (Slack, email, phone), resolving hardware, software, and system issues efficiently.
- Manage the full lifecycle of IT equipment, including distribution, setup, maintenance, and inventory, ensuring users have the necessary tools.
- Effectively manage and prioritise IT support tickets, striving for rapid response and resolution of all issues related to laptops, equipment, software, and systems.
Systems Administration & Maintenance
- Monitor and maintain IT infrastructure, encompassing servers, networks, and cloud-based systems, to guarantee optimal performance, security, and uptime.
- Manage and maintain all system subscriptions and contract agreements with our IT and Tech suppliers, ensuring they are current and aligned with organisational needs, ensuring decisions regarding renewals are taken in sufficient time to consider alternative options.
- Conduct proactive systems maintenance, including updates, patches, and performance tuning, to minimise disruptions.
Project Implementation & Knowledge Management
- Contribute to IT projects, such as system upgrades, software deployments, and infrastructure improvements, ensuring timely completion and minimal impact.
- Assist in maintaining detailed documentation of IT processes, procedures, and system configurations, facilitating knowledge sharing and efficient troubleshooting.
- Provide training and support to staff and students, empowering them to effectively utilise technology tools and resources.
- Collaborate with the IT Coordinator and Operations team to address complex technical challenges and contribute to IT strategy.
IT Security & Compliance
- Assist in the maintenance and improvement of our Information Security Management System (ISMS), working towards ensuring ongoing compliance with ISO 27001 and Cyber Essentials Plus standards.
- Support the implementation of certification audits, including internal and external assessments, and contribute to addressing any identified non-conformities, with opportunities to learn and grow in audit processes.
- Conduct regular risk assessments, implement risk treatment plans, and maintain the Statement of Applicability (SOA)
Policy, Procedure, & Incident Response
- Contribute to the development, review, and updating of information security policies and procedures, learning best practices and contributing to organisational security standards.
- Manage information security incident response, including incident handling, investigation, and post-incident analysis.
- Provide information security awareness training and promote a culture of security throughout the organisation.
- Maintain accurate documentation of all processes, and security configurations.
What Success Looks Like
- Excellent delivery of robust, compliant and efficient solutions and services through technology
- Smooth running on all IT systems and functions with minimal downtime and quick responses
- A secure and compliant organisation with minimal security and compliance issues
- A reliable and robust IT estate able to sustain multiple factors/risks
- Ability to provide quality and timely service and project delivery to the business to support growth
What We Look For
- Problem-Solving & Troubleshooting – Diagnoses and resolves technical issues efficiently, ensuring minimal downtime and disruption.
- Strong hands-on experience of IT service support.
- Project Management & Continuous Improvement – Manages IT projects, system upgrades, and deployments while proactively identifying opportunities to enhance systems and security.
- Communication & Stakeholder Engagement – Explains technical issues clearly to non-technical users, builds relationships, and collaborates effectively across teams.
- Attention to Detail & Documentation – Maintains accurate records of IT systems, policies, and security incidents to ensure efficiency and accountability.
- Customer-Centric Approach – Focuses on delivering high-quality IT support and solutions that enable staff and students to work effectively
- Ownership & Adaptability – Takes responsibility for IT operations, remains resilient under pressure, and thrives in a fast-paced, evolving environment.
- Desirable, but also an area for growth:
- Security & Compliance Mindset – Applies best practices in information security, risk assessment, and incident response, maintaining a secure and compliant IT environment.
- Technical Expertise – Strong understanding of IT infrastructure, cloud-based systems, security protocols, and in particular, compliance frameworks (ISO 27001, Cyber Essentials Plus, GDPR) is desirable, but not essential.
- Working in a MacOs environment