IT & AI Support

Tech and AI Adoption Supervisor

About the role

Our client are a professional services firm going through a period of significant technological change, with a growing focus on secure, responsible and people-centric AI adoption. This role sits within our Tech & AI Adoption Team and offers the opportunity to combine hands-on technical support with genuine influence over how AI tools such as Microsoft Copilot and agentic solutions are adopted across the business.

The Supervisor provides operational leadership for the support function, acting as the bridge between strategic AI initiatives and front-line delivery. The role combines service desk supervision, technical support, AI advocacy and people development, and deputises for the Adoption Manager in their absence.

Key responsibilities

Support desk operations

• Support day-to-day operation of the Tech & AI support desk
• Act as an escalation point for complex technical issues and help coordinate workloads
• Deputise for the Adoption Manager when required
• Troubleshoot Microsoft 365, Windows, hardware, software and meeting room technology
• Monitor recurring issues and contribute ideas for continuous improvement

AI adoption and innovation

• Act as an advocate for AI, automation and emerging technologies across the firm
• Support adoption of Microsoft Copilot, agentic solutions and other AI-powered tools
• Help colleagues apply AI tools effectively, responsibly and confidently
• Identify opportunities where AI and automation can improve efficiency and service delivery
• Support pilots, testing and rollout of new technologies
• Develop AI guidance, learning materials and best-practice documentation

Technology adoption and user support

• Create and maintain user guides, knowledge articles and support materials
• Support the technology elements of onboarding and induction
• Provide informal coaching on new tools and technologies
• Translate technical and AI concepts into clear, practical guidance for varied audiences

Team contribution

• Provide day-to-day guidance and support to colleagues within the support team
• Contribute to a collaborative, service-focused team culture
• Support onboarding and development of new team members
• Maintain confidentiality, discretion and good judgement; adhere to information security policy

Experience, skills and qualifications

Essential

• Experience in an IT support, service desk or technology support environment, including mentoring or supervisory experience
• Demonstrable interest in AI, automation and emerging technologies
• Strong Microsoft 365 knowledge, including Microsoft Copilot or comparable AI tools
• Good troubleshooting and problem-solving skills
• Experience helping colleagues adopt new technologies or ways of working
• Ability to explain technical and AI concepts simply and practically
• Strong communication, interpersonal and organisational skills
• Self-motivated, proactive and comfortable working under pressure

Desirable

• Experience supporting AI adoption or digital transformation initiatives
• Experience creating training content or technology communications
• Knowledge of Microsoft Copilot Studio / Power Platform
• Experience piloting or testing emerging technologies
• Experience with Windows Server, Entra ID, Endpoint Manager, information security (ISMS) or DMS platforms
• Experience in professional services or a legal environment
• Relevant technology certifications (e.g. CompTIA, ITIL)