Beggars Group, the independent label group behind 4AD, Matador, Rough Trade, XL and Young, is hiring an IT Support Lead in London (fully office-based) to own IT support delivery, lead two IT engineers and bring AI-powered helpdesk improvements to the business.

About the role

Reports to: Global IT Operations Manager. This is a hands-on role combining excellent technical skills with a passion for helping people. You'll lead the service desk and ensure onboarding, offboarding, device management and user support are delivered to a consistently high standard. Beggars is predominantly Apple-based (MacBooks and Apple devices, supported through JAMF), with a smaller Windows estate. The position is fully office-based in London, including regular visits (typically every three weeks) to UK label offices. You'll also help shape the future of IT operations with AI: AI-powered helpdesk agents, automating routine tasks and improving knowledge management.

What you'll be doing

Owning and managing the day-to-day IT Service Desk function.
Building strong relationships through regular face-to-face support across the business.
Leading, mentoring and developing two IT engineers; acting as the senior escalation point for technical issues.
Delivering an excellent employee IT experience with a strong customer-service focus; managing starter, mover and leaver processes.
Administering the predominantly Apple device estate (MacBooks, iPhones and other end-user technology) and a smaller Windows estate.
Managing JAMF and Microsoft Intune to keep devices secure, compliant and well-managed.
Managing software deployment, patching, provisioning and device lifecycle across both platforms.
Supporting Microsoft 365, Entra ID, Teams and related services; maintaining endpoint security and asset management.
Identifying opportunities to improve support processes and automate repetitive tasks; evaluating and implementing AI solutions.
Producing and maintaining support documentation, knowledge articles and operational procedures.
Managing relationships with desktop vendors (e.g. O2, BT, Adobe), including account reviews and renewals.
Visiting label offices (typically every three weeks) for on-site support and ensuring a consistent experience across London and the wider label locations.

What we're looking for – essential

Several years' experience in an IT support, service desk or end-user technology role.
Excellent troubleshooting and problem-solving skills.
Comfortable in a fully office-based role providing highly visible, in-person support.
Previous experience leading, mentoring or supervising support engineers.
Strong knowledge of Microsoft 365, Entra ID, Teams and endpoint management; experience managing both Windows and Apple devices.
Deep knowledge of JAMF Pro and modern Apple device management; good knowledge of Microsoft Intune.
Strong organisational skills, outstanding communication and a customer-first mindset; great documentation skills.
Willingness to travel regularly to other UK office locations.

Desirable

Experience introducing AI-driven solutions into IT operations (AI helpdesk agents, workflow automation, Copilot Studio or similar).
Experience in ITIL-based environments; exposure to cybersecurity, endpoint security or compliance frameworks.
JAMF certification; video-conferencing support (Zoom, Teams); entry-level scripting (Bash, Python, PowerShell).
Exposure to network/infrastructure troubleshooting (WiFi, firewalls); ZTNA platforms such as Netskope or Zscaler.
Experience in creative organisations; active interest in music.

About you

A self-starter who takes ownership, is naturally curious, passionate about customer service, comfortable working strategically and hands-on, an effective coach for junior team members, and someone who enjoys building face-to-face relationships. Ideal candidates are passionate about the Apple ecosystem and modern workplace technologies and excited by what AI brings to IT teams.

Details

Full-time · London, United Kingdom (office-based) · Language: English