IT Service Lead

ecause of the nature of the work associated with this post it is subject to special nationality rules, and this is post is restricted to individuals who are UK British Nationals. For this role, due to government security requirements, the term UK Nationals must exclude anyone who is a dual national or naturalised British (i.e. originally a foreign national).

SeeByte, the global market leader in the development of smart software for uncrewed maritime systems, are looking to recruit an IT Service Lead to join our expanding team in central Edinburgh.

You will have a unique opportunity to play a significant role in a dynamic and world-respected technology company within the exciting field of robotics, with clear development, training and career progression opportunities provided. This is a fantastic opportunity to work for an innovative and forward-thinking company with an international client base.

Due to the nature of this role, daily office attendance is required and it is not eligible for remote or hybrid working. SeeByte operates a satellite office in Bristol and occasional, reimbursed travel will be required.

Benefits

We are proud to have and promote a healthy work-life balance in a casual working environment. Some of the benefits include:

• Competitive salary and shared employee / employer contributory pension scheme
• Generous holiday entitlement and option to buy additional holidays after 1 year of service.
• Travel compensation scheme
• Clear development, training and career progression opportunities
• External, online training courses and in-house training
• Offices in the centre of Edinburgh and in Bristol, two great cities to live and work
• Free access to a gymnasium
• Free, on-site parking
• Enhanced family friendly policies
• Showers, lockers, swipe access internal bike store
• Travel season ticket loan
• Annual company day out
• Save money on your commute as SeeByte participates in the Cycle to Work Scheme and Travel season ticket loan. SeeByte also supports an Electric Vehicle leasing scheme.

Main Purpose of the Role

The IT Service Lead will own the end-to-end user experience and provide expert technical support for SeeByte, ensuring the smooth operation of IT service delivery within the organisation. This role involves leading IT service delivery, collaborating closely with colleagues, daily troubleshooting, system maintenance, asset management, and requires a candidate who can quickly integrate with the team and provide excellent support.

Key Responsibilities of the Role

Run the Service Desk: you will be responsible for the health of the service queue, triaging issues, setting and upholding SLAs, following up on issues and managing the backlog. You will collate and report metrics to the IT Manager.

Technical Support & Troubleshooting: you will act as a first point of contact for end-users, resolving hardware, software, and network issues via in-person, email, chat and phone support.

Onboarding and Offboarding: you will assist with the IT aspects of onboarding and offboarding of new employees, ensuring they have the necessary equipment, access and induction training.

Hardware & Software: you will Install, configure, and maintain computer hardware, peripherals, operating systems, and applications to defined security baselines. This includes supporting software like Microsoft Office 365, and hardware such as laptops, videoconferencing equipment and printers.

User Account & Access Management: you will set up, manage, and maintain user accounts, permissions, and access controls across various systems.

Asset Management: you will maintain accurate inventory records for IT equipment and assist in the deployment of new hardware and software, working with vendors and suppliers to keep licensing in good order.

Maintaining Documentation: you will create and maintain technical documentation, including user guides and a knowledge base for common issues.

Key Skills, Experience and Qualifications

• Proven experience in a senior IT service delivery position and proficient working with an IT Service Management Platform.
• A relevant IT qualification, such as ITIL 4, Microsoft Certifications (e.g. MD-102, MS-102) or Cisco CCNA.
• Strong customer service and communication skills, with the ability to explain technical information to both technical and non-technical users.
• Strong experience supporting and maintaining enterprise Windows desktop systems. Ubuntu LTS (22.04 & 24.04) support experience would be advantageous.
• Experienced with Microsoft 365 administration including Entra ID, Intune and Teams.
• Comfortable with automation tools such as PowerShell and Ansible.
• Solid understanding of IT security principles, data protection, change management, vulnerability and patch management.

Behaviours that make you brilliant for this role

Leadership & Team Player: you take ownership of your domain and can define strategic plans and road maps and take colleagues with you on the journey to organisational success. You excel at collaborating with colleagues, sharing knowledge, and contributing to a supportive team environment. You focus on the end-user experience, including follow-up, resulting in successful outcomes.

Clear Communicator: your ability to translate complex technical information into simple, understandable terms for a non-technical audience is paramount. You build trust with stakeholders and manage expectations. You resolve conflicts diplomatically and maintain relationships and service integrity.

Problem-Solving and Critical Thinking: you approach issues methodically, analyse symptoms, identify root causes, and develop effective, innovative, comprehensive solutions that align with the business goals. You anticipate problems early, identify and manage risks and implement appropriate mitigations.

Reliability and Professionalism: you deliver on commitments and meet deadlines. You maintain composure under pressure and demonstrate ethical judgement. You adapt to change and embrace new technologies, processes and organizational priorities.

As an inclusive employer, SeeByte aims to build diverse teams by encouraging applications from a wide range of individuals.

Because of the nature of the work associated with this post it is subject to special nationality rules, and this is post is restricted to individuals who are UK British Nationals. For this role, due to government security requirements, the term UK Nationals must exclude anyone who is a dual national or naturalised British (i.e. originally a foreign national).

All offers of employment will be conditional to a Baseline Personal Security Standard (BPSS) process and will require a Security Check (SC) clearance once employed. To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years residence in the UK over the last 5 years may be accepted, with additional overseas checks. Please visit the UKSV website for further guidance - United Kingdom Security Vetting - GOV.UK -

As part of this process, SeeByte collects Personal Data as defined under UK GDPR including proof of identity, nationality and immigration status, right to work in the UK, employment and/or academic references and Basic Disclosure information for unspent criminal convictions. Please see details pertaining to your personal data in our Privacy Notice which can be found at

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