Technical Team Lead

Are you a skilled IT professional ready to step up into a leadership role where you can make a real impact? We're seeking a confident and capable Business, Systems and Technical Team Lead to own our key operational systems, bridge technical support with business goals, and lead a small team in a dynamic, multi-company environment. This hands-on position offers the chance to drive system improvements, resolve complex issues, and grow into greater strategic influence all while working closely with senior leaders, vendors, and users across our group.

About the Role

In this pivotal position, you'll act as the escalation point for technical support, manage core business applications (including major CRM platforms), and mentor a Junior Engineer. It's ideal for a strong engineer or senior analyst looking to advance, with opportunities to contribute to projects like CRM enhancements, process automation, and system upgrades.

You can be based either in our Fylde Coast or Manchester office, with occasional travel between sites. You will be working 35 hours per week, Monday to Friday, 9am-5pm OR 8am-4pm.

Benefits:

• Working hours - Monday to Friday
• Clear Career Progression Pathways
• In-House Learning & Development Team
• Buy & Sell Annual Leave Scheme
• Paid Birthday Leave
• Company Pension
• Referral program
• Free onsite parking
• Employee Assistance Programme (EAP)
• Access to Employee Health Scheme
• Career development
• Employee Recognition Incentives
• Company events
• Monthly dress down days
• Tea & coffee facilities & On-site Canteen
• Local discounts / benefits

The role

Key Responsibilities

· Technical Support: Serve as the 2nd line escalation for hardware, software, and system issues, troubleshooting across Microsoft 365 (Teams, SharePoint, Exchange Online), Azure/Entra ID, Windows 10/11, Intune, CRM platforms, and proprietary systems.

· Systems Ownership: Take charge of CRM and business-critical applications—managing performance, configurations, access, patching, and data flows while collaborating with vendors and stakeholders.

· Team Leadership: Line manage a 1st Line Analyst, providing mentoring, performance feedback, workload planning, and coaching to foster a service-focused culture.

· Service Improvement: Monitor ticket SLAs, investigate root causes, liaise with 3rd parties, and propose enhancements to reduce issues and boost user experience.

· Projects and Processes: Contribute to system projects, audits, compliance (e.g., GDPR), and Joiner/Mover/Leaver processes.

Skills & Experience

Essential:

· 3-5 years in 2nd line IT support or senior service desk roles.

· Strong troubleshooting in Microsoft 365, Windows OS, Azure AD, and business systems.

· Experience with CRM or similar platforms.

· Proven documentation skills and ability to resolve user issues.

· Mentoring or supporting junior staff.

· Excellent communication for explaining tech to non-technical users.

Desirable:

· Multi-company or multi-brand experience.

· Familiarity with Jira Service Management or ITSM tools.

· Hands-on with CRM systems (e.g., Salesforce, Dynamics).

· Knowledge of change control and governance.

· ITIL Foundation or similar certification.

Personal Qualities

We're looking for someone professional, organised, and dependable with a strong sense of ownership. You thrive under pressure, prioritise effectively, and are motivated to enhance systems and support your team. Clear communication and a supportive leadership style are key.

Who are we?

At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business’s unique energy needs are met with precision.

Our Journey

Launched in 2002, we’re experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.