Who We Are

We are a growing, employee-owned digital transformation business, and our success is powered by our people and our technology. We believe in Nurturation—nurturing growth through collaboration—and we are now making a strategic investment in our internal capabilities by creating this new critical role. You won't just be maintaining systems; you'll be joining us as the Technology Owner who shapes our internal IT future and supporting our people to ensure we deliver amazing work. 

The Opportunity: We are seeking an experienced, autonomous, and ambitious Service Desk Lead to take full ownership of our internal technology environment and support services. This is a chance to support our move away from support being a managed service and build our tech ops function as a single, indispensable source of IT expertise, directly impacting the productivity of approximately 130+ staff as we grow and scale.

What you’ll be doing

• Supporting our colleagues daily as the friendly expert face of IT. Your activities will include:

  • Hardware support, dealing with issues with our equipment and liaising with suppliers, for servicing and replacement

  • IT Security management, ensuring our endpoints are patched against vulnerabilities and our corporate firewalls are well maintained

  • Networking support, ensuring our Azure resources are accessible and our office network and WIFI is reliable for our staff and visitors to utilise.

  • Google Workspace and M365 management, ensuring that our team has access to what they need and that our data is both secure and backups are in place and reliable

  • Asset management, ensuring that we effectively manage/document our hardware and software asset registries

  • Service desk support, dealing with ad-hoc requests from the team in a responsive and friendly manner

• Drive Process Excellence (ITSM): Apply a proficient understanding of Agile methodologies (or similar Lean/ITSM principles) to manage our internal change control processes, handle Starters/Leavers, and continually challenge assumptions about how we operate. You will also be expected to support our recertification of Cyber Essentials Plus, a key requirement for our business to work with key clients.

• Solving Strategic Problems: Go beyond merely "fixing" issues. Identify recurring patterns, perform Root Cause Analysis (RCA) to uncover the underlying problems, and implement permanent, proactive solutions that ensure long-term stability.

• Be the Knowledge Curator: Create and maintain comprehensive, accessible technical documentation, ensuring that all vital system knowledge is structured and shared.

What you’ll bring to Answer

• Demonstrated, hands-on experience in a technical lead, Level 2/3 support, or previous MSP role, managing an environment of a similar size (~100+ users).

• A genuine commitment to continuous professional development and the ambition to stay ahead of new technologies (like those in Cloud, AI, and DevOps).

• Real-world experience supporting users across Google Workspace and Microsoft 365 platforms

• Someone who constantly challenges assumptions, solves problems, and focuses on the details to get things right.

• The ability to interact confidently with diverse individuals across all organisational levels, translating complex technical issues into clear, business-focused outcomes.

• Autonomy: Proven ability to manage your time effectively, prioritise tasks, and deliver results independently, owning the full spectrum of IT operations.

It would be great if you also had experience in some of these, but if not we’ll help you with them:

• Formal training or certification in ITSM (e.g., ITIL).

• Experience or deep exposure to formal Change Control environments.

• Service Management platforms such as Jira Service Management

• Relevant Microsoft (M365/Azure) or Networking certifications.

The perks of being @ Answer

We’re an Employee-Owned Company. After 12 months – through the Employee Ownership Trust you will be part of the ownership of Answer; a major factor in driving engagement, retention and growth for our people 

• Competitive salary

• Flexible annual leave (buy/sell and carry forward)

• Twice a year tax free bonus

• Continuous training and development - if you want to learn, we’ll provide all the support you need

• Flexible Pension - we match your own contributions up to 5%

• A flexible Healthcare cash plan so you can fund the care you value most

• Childcare Salary Sacrifice Scheme - pay for your nursery fees via salary exchange, saving up to 47% on childcare costs

• A packed social calendar including; end of year party (partners invited) and Summer away days, monthly and quarterly company team socials.

• Free parking at Head Offices in central Leeds, plus Cycle2Work & Green Car Lease schemes to help get you here

• The chance to give back – get involved nationally and regionally with partnerships to get people from different backgrounds into tech, as well as lots of charity and community events

• Hybrid and flexible working – you can vary your working when and where you work, to allow you to collaborate better, feed your creativity, and take the time and space to focus when you need to

Diversity and Inclusion

At Answer we proudly embrace diversity and inclusion - we want to create a safe environment for everyone to bring their true selves to work. 

We will do everything we can to support your application. If you require any adjustments to be made to your application (whether that’s support with our interview questions, adjusting how we interview, or financial support with our hiring process) then please speak to Jonny Hiles, TA Lead (jonny.hiles@answerdigital.com) 

A bit more about us.

Answer Digital is a highly successful digital transformation consultancy headquartered in Leeds. We’re a company on a fast growth trajectory with a reputation of delivering large-scale, operational critical solutions. 

People are at the heart of everything we do - so much so we’re owned by our people. It sets us apart from most digital businesses you’ll meet and defines our culture and values. Our people are invested in everything we do, because we are invested in them. 

Don't believe us? Well check out our glassdoor and here what our people have to say 

Our Interview Process

We pride ourselves on having a fair but flexible recruitment process, we want to create a platform where you can show us your best. For us, keeping it simple means you can focus on understanding if our people, values and the work we do are right for you. Our typical process can be broken down into 3 stages;

• Recruiter call: This normally lasts 15-30 minutes. We will talk to you about Answer Digital, the type of work we do, and an overview of the role. We’ll ask you some questions about your current situation and why you’re interested in working here. Here, we’d advise asking any “people” questions, anything about our culture, career progression or approach to flexible working.

• Skills based interview: This interview will be with 2 people, normally from the team you’re applying to work with. We can do this stage remote or in person, whichever you’d prefer. This interview will involve questions around your experience, the skills you’ve gained and the work you’ve done. We’ll also ask questions about the role and challenges you might face and how you’d face them. Here, we’d recommend asking questions about the role, the day to day responsibilities and what life in the team is like. 

• Final interview: This interview will be with 2 of our Leadership team, either our Directors or Capability Leads. It will focus on our culture and values, talking about our values and what they mean to us as well as understanding what values are important to you and how you like to work. This interview is about making sure Answer is right for you, as much as the other way around. Here, we advise you to ask as many questions around our business model, our ambitious growth plans and anything to do with Answer as a business.