Sword is the trusted partner for critical technology. We deliver the operational resilience and practical innovation that are essential for the most demanding enterprise and critical national infrastructure environments. By modernising legacy systems and securing daily operations, our expert teams help vital organisations lower risk, protect operations, and grow safely. Join Sword and you'll be part of a team solving complex challenges, delivering real-world impact, working alongside talented colleagues who care deeply about quality, collaboration and customer success.
About the Role
As Infrastructure Team Lead, you will provide day-to-day technical and people leadership for a team of eight Infrastructure Engineers in a fast-paced operational environment. You will set priorities, take ownership of complex incidents and service requests, and ensure the server and PC estate remains secure, reliable and ready to support critical customer services.
This is a hands-on leadership role combining technical direction, service ownership and team development. You will work closely with Support Analysts, customers and third-party suppliers to maintain service levels, coordinate change and remediation activity, and strengthen infrastructure capability across the team.
Key Responsibilities
Lead, support and coordinate the day-to-day workload of the infrastructure engineering team, setting clear priorities and ownership.
Take technical ownership of the infrastructure service and its supporting strategy, identifying issues, risks and improvement opportunities.
Ensure requests escalated by Support Analysts are progressed effectively and within agreed service levels.
Own complex incidents, service requests and problem records, driving timely resolution, root-cause analysis, workarounds and permanent solutions.
Maintain the availability, performance and operational readiness of the server estate, applications and supporting infrastructure.
Coordinate security updates, patching, maintenance, vulnerability remediation and the escalation of infrastructure risks and technical debt.
Lead infrastructure modifications and major projects through controlled, documented processes, ensuring technical quality and operational supportability.
Manage the infrastructure on-call service, ensuring appropriate cover and technical capability are available.
Provide technical direction across server and PC infrastructure and oversee the implementation of agreed improvements.
Maintain accurate technical documentation, handover information and support procedures.
Identify training needs, mentor Infrastructure Engineers and share specialist knowledge to improve team capability and independence.
Build effective relationships with customers, Service Delivery, Account Management, technical teams and third-party suppliers.
Requirements
Essential Skills & Experience
Extensive experience working in the IT industry, with strong experience supporting enterprise infrastructure in a managed-service or operational environment.
Demonstrable experience leading, supervising or coordinating an infrastructure engineering team.
Experience mentoring people, identifying development needs and supporting technical knowledge sharing.
Strong technical knowledge across enterprise server, PC, cloud and virtualised infrastructure environments.
Experience taking ownership of complex incidents, service requests and problem records within an ITIL-aligned environment.
Experience coordinating infrastructure patching, maintenance, security updates and vulnerability remediation.
Expert knowledge in relevant infrastructure technologies, including cloud solutions, virtualisation software and scripting.
Strong analytical, troubleshooting and technical decision-making capability.
Ability to prioritise competing operational and project demands in a fast-paced, pressurised environment.
Excellent time management, organisation and attention to detail, with experience applying controlled processes and…