4th Line Support Engineer

JR United Kingdom; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Join a non-frontline NHS organization as a Technical Operations Lead, overseeing IT support teams and driving improvements in digital service delivery. You'll manage complex technical issues, lead a team of 8 engineers, and work in a hybrid environment focused on national health objectives.

Qualifications

• Proven leadership in IT support.
• Excellent communication skills.
• Strong analytical and problem-solving skills.

Responsibilities

• Oversee 3rd–4th line incident and problem management.
• Lead Service Desk operations and manage CMDB.
• Drive software lifecycle and improve user experience.

Skills

Leadership

Problem-solving

Analytical skills

Communication

Documentation

Education

MCP (preferred, not essential)

Tools

Zendesk

ServiceNow

Azure Cloud

VMware

Microsoft 365

SQL

Firewalls

Web Proxy

Job description

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? Hybrid | Docklands/Canary Wharf (occasional visits)

? 12-month FTC

We’re looking for someone with deep technical knowledge who can lead a team of 8 IT Engineers. If they can’t solve an issue, it will be escalated to you — so you need to be able to handle complex technical problems yourself.

We’re partnering with an arm’s-length NHS body to recruit a Technical Operations Lead — a pivotal role within their high-performing Information Systems team, helping drive continuous improvement in a hybrid, tech-enabled environment.

? About the Role

As the Technical Operations Lead, you’ll oversee 3rd–4th line support, lead on problem management, optimise Zendesk (moving to ServiceNow), and manage a team of 8 support engineers. You'll also play a key role in improving onboarding/offboarding processes and acting as an escalation point for complex technical issues.

This role is perfect for someone who combines technical depth with strategic oversight — and who thrives in a service-led culture focused on secure, high-performing digital operations.

? The Stack You’ll Work With

VMware | Azure Cloud | Zendesk → ServiceNow | Intune | Microsoft 365 | Exchange | SQL | Firewalls | Web Proxy | Windows

? Key Responsibilities

• Own 3rd–4th line incident and problem management
• Lead and optimise Service Desk operations
• Manage the Configuration Management Database (CMDB)
• Guide the onsite support team and serve as a senior escalation point
• Drive improvements across software lifecycle and user experience
• Ensure strong cross-functional collaboration
• Implement ITIL-aligned performance tracking and documentation

? What We’re Looking For

• Proven leadership in an IT support environment
• Excellent communicator and people leader
• Strong analytical, problem-solving, and documentation skills
• MCP preferred (but not essential)

? Why Join?

You’ll be part of a non-frontline NHS organisation, supporting national health objectives through critical digital infrastructure, with a unique mix of public mission and private-sector agility.

?️ Help shape and safeguard the future of digital service delivery.

Apply now or DM for a confidential chat.

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