Job Title: Technical Support Lead
Type: Permanent
Location: Fully remote
Start Date: ASAP
Salary: £55,000 - £65,000 per annum

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.

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

Skills:

- 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

Desirable Skills:

- Experience in the healthcare or medical sectors, especially working with NHS systems or medical imaging technologies
- Knowledge of cloud platforms (e.g., 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!

A shortlist of profiles will be submitted by Monday 14th October 2024 so don't hesitate in applying now.
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