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Technical Support Team Lead

1 month ago

London, Greater London, United Kingdom iO Associates Full time
Job Title: Technical Support Lead

Type: Permanent
Location: Fully remote

iO Associates is 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.

Key Responsibilities:
  • 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
  • Work with development teams to resolve technical problems and ensure timely ticket resolution
  • Ensure compliance with ISO 27001, ISO 13485, and internal security standards
  • Identify and implement process improvements to enhance workflows and tools
Requirements:
  • 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., VMware, Hyper-V)
  • Hands-on experience with hardware, software installation, and troubleshooting across PCs, laptops, and mobile devices
  • Familiarity with monitoring tools, RMM, and disaster recovery solutions
What We Offer:
  • 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