Digital Services Lead

Digital Services Lead

Salary: Â£32,500
Location: Swansea/Cardiff
Contract: Permanent, Full-time
Hours: 35 hours – (flexibility required, including
occasional out-of-hours)
Start Date: ASAP

We're looking for a people-focused leader who happens to
work in IT.

This is not a role for someone who simply keeps technology
running. We're looking for someone who can build relationships, inspire a small
team, and champion excellent service across the firm.

As our Digital Services Lead, you'll lead a close-knit team
of three, acting as the bridge between technology and the people who rely on it
every day. You'll be highly organised, naturally proactive, and confident
engaging with colleagues at every level of the business. You'll enjoy taking
ownership, solving problems, driving improvements, and ensuring our colleagues
experience technology as an enabler rather than an obstacle.

If you're the kind of person who sees an issue and fixes it
before being asked, enjoys bringing people together to get things done, and
thrives in a role where no two days are the same, we'd love to hear from you.

The ideal candidate won't be waiting to be told what to
do.

They'll enjoy taking ownership, leading by example, building
strong relationships, and finding better ways of working. They'll be energised
by helping people, comfortable making decisions, and motivated by seeing their
team and the wider business succeed.

What Success Looks Like

In this role, you'll:

• Build trusted relationships across the firm so
  colleagues see IT as approachable, responsive, and solutions focused.
  
• Create a positive, motivated, and
  high-performing team culture.
  
• Bring structure and organisation to the IT
  support function, ensuring work is prioritised effectively and delivered
  consistently.
  
• Take ownership of challenges, driving issues
  through to resolution rather than waiting for direction.
  
•  Act as a champion for change, helping colleagues
  embrace new technologies and ways of working.
  
• Continually look for opportunities to improve
  the experience of both colleagues and clients through technology.
  

What Will You Be Doing?

• Supervising
  and supporting the IT team, helping colleagues prioritise their work, develop
  their skills, and deliver an outstanding service
  
• Championing innovation and
  supporting the firm’s AI journey, helping colleagues adopt new technologies
  safely, confidently, and in ways that deliver real value
  
• Creating a positive and
  responsive support experience for colleagues across the firm, whether assisting
  face-to-face or remotely
  
• Building strong relationships
  across the business as a visible, approachable, and trusted IT leader who
  understands users’ needs
  
• Bringing structure, organisation,
  and a proactive mindset to the day-to-day delivery of IT services
  
• Continuously reviewing and
  improving processes, administration, and ways of working to make IT more
  effective and user-focused
  
• Taking ownership of escalated
  issues, ensuring colleagues feel supported and informed until a successful
  resolution is reached
  
• Promoting positive technology
  habits, cyber security awareness, and a culture of shared responsibility across
  the firm
  
• Playing a key role in IT
  projects, service improvements, and technology rollouts that enhance the
  colleague experience
  
• Identifying opportunities to
  improve how IT supports the business, bringing fresh ideas and practical
  solutions that drive positive change
  

Requirements

Who We’re Looking For:

• A natural relationship-builder
  who enjoys working with people and earning trust across the business.
  
• An organised and capable leader
  who can coordinate workloads, manage competing priorities, and keep a small
  team focused and motivated.
  
• A self-starter who takes
  initiative, identifies opportunities, and drives solutions without needing
  constant direction.
  
• Confident making decisions,
  taking ownership, and following through on commitments.
  
• An excellent communicator who can
  engage effectively with colleagues at all levels, from support staff to senior
  leaders.
  
• Passionate about delivering an
  exceptional internal customer experience.
  
• Comfortable working in a
  fast-paced environment where priorities can change quickly.
  
• Experienced in an IT support,
  customer support, service delivery, or team leadership role.
  
• Experienced in supporting
  Microsoft 365 environments.
  
• Interested in innovation, AI,
  automation, and continuous improvement.
  
• A full driving licence and
  willingness to travel
  

Benefits