IT Projects & Support Lead

About the Company:

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.  

Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.

We are proud to have been recognized as one of America’s 500 fastest-growing companies in 2020 by Inc. Magazine and one of Forbes’ Best Startup Employers.

To learn more, visit www.industriousoffice.com/careers.

About the Role: 

The Projects & Support Lead is a key member of our TechOps team, focused primarily on providing expert IT support while also playing a vital role in the execution of technical projects. You will ensure the seamless setup/support of IT, networking, AV systems, and security for new coworking spaces, as well as upgrading existing tech infrastructure. Alongside you will be key in assisting in Project Management on projects across TechOps revolving around Internal tech and our expansion for opening new locations and coordinating with multiple key stakeholders. 

This position requires a unique blend of technical expertise, excellent interpersonal skills, project management acumen, and Advanced IT support experience. You’ll help ensure that projects meet quality standards, stay within deadlines and budgets, and maintain operational excellence across our technical systems when providing support.

The ideal candidate will be based in London with the ability to travel between offices in London and outside the city from time to time. There will also be a requirement to potentially visit locations outside of the UK. 

This role is office-based and will require you to be present in the office at least 4 days a week. This is to be reviewed yearly and can increase or decrease as needed. Exceptions can be made to circumstances.

Key responsibilities

Project Management

• Assist in planning and executing project tasks and milestones.
• Work with teams to ensure projects are delivered on time and meet quality standards.
• Monitor project progress and adjust plans as needed.
• Coordinating with multiple vendors to deliver projects. 

Communication

• Support as the main contact for project queries.
• Convey project updates, risks, and achievements to stakeholders.
• Assist in managing stakeholder expectations and aligning them with project goals.
• Ability to communicate clearly and effectively with concise information. 
• Manage client meetings to discuss Tech Services and answer questions regarding the business standards. 

Technical assistance & IT Support

• Provide IT support, including troubleshooting hardware, software, and network issues.
• Prioritise and manage incidents, ensuring quick resolution of critical IT issues that may impact business operations.
• Able to assist in the configuration, installation, and maintenance of IT systems, including workstations, servers, and networking equipment.
• Oversee the procurement, installation, and decommissioning of hardware and software.
• Perform system diagnostics and maintenance to minimize downtime during project implementation.
• Help implement quality assurance processes for project deliverables and live IT systems.
• Support technical issues in coworking spaces, such as AV setups, internet connectivity, and user access.
• Manage internal IT systems and access. 
• Work within a ticketing system and provide updates to members of staff within the agreed SLA. 

Vendor/Supplier relationship

• Facilitate communication between the company and vendors/suppliers.
• Identify opportunities for cost savings and process improvements.
• Develop and maintain positive relationships with vendors/suppliers.
• Coordinate with internal stakeholders to assess needs and requirements.
• Review contracts and agreements with vendors/suppliers before liaising with internal stakeholders/management.

Technical experience & skill requirements

• Experience with IT support tasks such as troubleshooting hardware/software issues, network configurations, and user access management.
• Experience with managing network services, preferably in real estate, hospitality, or property management.
• Complex understanding of networking technology and hardware (e.g., routers, switches, firewalls).
• Advanced knowledge of networking (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls).
• Understanding of audio-visual services, Video Conferencing, Audio solutions, bespoke setups. 
• Knowledge of security services, including Access Control and CCTV systems.
• Familiarity with technical project management tools/methodologies.
• Willingness to learn and adapt to new technologies and provide technical support to non-technical users.
• Strong problem-solving skills and analytical thinking.
• Experience working on projects across Europe.
• MacOS, iOS, Windows Support experience
• SaaS Support systems experience - (MDM, Google, Zoom, Zendesk)
• Root cause analysis and documentation.
• Escalation procedures and SLAs adherence.

You’ll be successful in this role if you…

• Have a growth mindset and continuously seek cross-functional solutions.
• Exhibit a low-ego, collaborative approach and bring an optimistic and supportive attitude to all technology service conversations.
• Possess strong communication and interpersonal skills, effectively engaging with clients, stakeholders, and team members.
• Are proactive in anticipating and addressing issues, driving results without the need for micromanagement.
• Thrive in a team environment and enjoy helping others solve problems.
• Demonstrate adaptability and a willingness to learn and grow across different areas of technology and IT support.