Information Technology Technical Support Team Leader

1 month ago


England, United Kingdom iO Associates - UKEU Full time €55,000 - €65,000

Technical Support Lead
Type: Permanent
Fully remote
Start Date: ASAP
iO Associates are working with a Health Tech organisation that provides innovative software solutions for healthcare organisations, specialising in improving clinical workflows and collaboration by integrating disparate healthcare IT systems.
We are looking for an experienced and driven Technical Support Lead / Head of Technical Support to lead and manage a support team, providing both customer-facing and internal technical support. This is a hands-on leadership role where you'll be responsible for overseeing day-to-day operations, ensuring high-quality service delivery, and troubleshooting complex technical issues. You'll also be expected to deliver 2nd and 3rd line support for both internal systems and customer solutions, with a focus on problem-solving, efficiency, and outstanding customer care. Manage daily operations of the technical support team, ensuring adherence to SLAs and KPIs
Lead recruitment, training, and development of staff to build a high-performing support team
Collaborate with teams for seamless deployment of software updates and fixes
Implement ITIL best practices for incident, change, and problem management
Provide advanced support for software/hardware issues and act as an escalation point
5+ years of experience in a similar technical support role, with significant management responsibilities
- Expertise in Microsoft 365 administration, Windows environments, and Entra ID
- Strong technical knowledge of networking (TCP/IP, DNS, DHCP) and virtualization technologies (e.g., Hands-on experience with hardware, software installation, and troubleshooting across PCs, laptops, and mobile devices
- Familiarity with monitoring tools, RMM, and disaster recovery solutions
Experience in the healthcare or medical sectors, especially working with NHS systems or medical imaging technologies
- AWS, Azure) and cybersecurity best practices
- Familiarity with ISO standards (ISO 27001, ISO 13485) and IT project management methodologies What's in it for you?
25 days of annual leave plus public holidays, with the option to buy/sell additional days
Comprehensive benefits package, including professional development opportunities, private health insurance, and more
Flexible working arrangements, with the choice to work remotely
Opportunities for occasional travel to customer sites

If you're passionate about supporting IT Systems in Healthcare and have the experience to lead a team, get in touch today



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