Are you the kind of IT professional who loves getting to the root cause rather than putting out the same fires every week?We're looking for a Lead Problem Analyst/Manager to take ownership of major incidents, known errors, recurring issues and system wide problems driving stability, performance, and continuous improvement across a modern, cloud centric IT environment. This is a hands-on, high impact role within a forward-thinking organisation that invests heavily in technology, automation and service excellence.As our Lead Problem Analyst/Manager, you will:Own and lead Problem Management & Known Error activities within SLA and KPI timeframes. Act as a 2nd/3rd-line escalation point for technical service issues whilst adhering to change and configuration management processes.Troubleshoot application specific, hardware, and endpoint problems.Provide support across Windows, Azure Virtual Desktop, Office 365, Active Directory/AAD, as part of problem management activities. Design automation to improve processes and reduce recurring incidents.Maintain and update the internal Knowledge Base for Problems, Known Errors and Workarounds.Support end-user computing (EU devices, mobile, printers) as part of problem investigations. Working closely with the Head of Technical Services and wider IT teams to drive operational excellence. If you're driven by solving complex issues, improving systems, creating lasting stability, and possess a combination of the following skills, we want to hear from you!Experience in IT support/problem management in a professional office environment. Strong troubleshooting and analytical skills with excellent attention to detail.Genuine passion for root-cause analysis and long-term issue eradication.Customer-centric mindset with great communication skills (in-person, phone, email, chat).Knowledge of Windows Server, Active Directory/AAD, Azure/O365 environments. Ability to prioritise effectively and take full ownership of tasks.Collaborative team player who supports others and champions continuous improvement.Microsoft certifications or ITIL qualifications are advantageous but not essential.Apply today and become the force behind our long-term IT reliability and performance.In return, you will be rewarded with ongoing career development and training in addition to an enviable benefits package.What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be JBRP1_UKTJ