IT Subcluster Lead

Role and Responsibilities

The IT Subcluster Lead is responsible for managing IT support services within a specific subcluster, ensuring alignment with regional and global IT strategies. Reporting to the IT Regional Cluster Lead, this role involves leading a team of IT support professionals, delivering high-quality services, and addressing local IT challenges. The ideal candidate will have strong technical expertise, leadership skills, and the ability to work effectively in a fast-paced environment. 

Key Responsibilities: 

• Subcluster IT Support: Implement regional IT support strategies within the subcluster, ensuring alignment with local business needs and objectives. 


• Team Leadership: Lead and develop a team of IT support professionals, fostering a collaborative and high-performance culture. Ensure the team is well-trained and equipped to provide excellent support. 


• Service Management: Manage the delivery of IT support services, ensuring adherence to SLAs and KPIs. Continuously evaluate and improve service delivery processes. 


• Local Stakeholder Engagement: Act as the primary IT support contact for local stakeholders. Build strong relationships to understand and address their IT requirements. 


• Incident Resolution: Lead local incident and problem management efforts, minimizing impact on business operations. Facilitate effective communication and resolution of IT issues. 


• Resource Allocation: Manage subcluster IT resources, including personnel and technology, to meet operational needs efficiently. 


• Compliance and Security: Ensure compliance with local regulations and company policies. Collaborate with regional and global teams to maintain security standards. 

Experience and Skills

Education and experience: 

• Bachelor's degree in Computer Science, Information Technology, or related field. A Master's degree is a plus.  


• 8 years of experience in IT support or service management, with at least 3 years in a leadership role managing multi-regional teams. 


• Strong technical knowledge of IT infrastructure, systems, and support tools. 


• Experience with ITSM frameworks (e.g., ITIL) and service management platforms. 


• Proven ability to manage and lead teams in a multicultural and geographically dispersed environment. 


• Excellent communication, negotiation, and interpersonal skills. 

Skills and behavioral competencies: 

• Result orientation, influence & impact 


• Empowerment & accountability 


• Team spirit, building relationships, collective accountability         


• Strong leadership capability, executing as appropriate in the areas of responsibility 


• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others 

Language skills: 

• English 

What We Offer

• The UK annual base salary reasonably expected to be paid for this new hire is £45,000 - £64,000.  Actual compensation will be determined based on factors such as skills, experience, qualification and internal equity and can ultimately be more or less than the posted salary range. 


• At least 16 weeks of maternity, paternity and co-parenting leave, subject to local regulations and company policy. 


• Access to an employee training platform. 


• Free physical and psychological wellbeing sessions. 

Additional Information: 

• Location: Wrexham, UK 


• This position requires a regular on-site presence, with some flexibility for home working


• Ability to travel internationally as required