Lead Support Technician

NHS; Manchester; On-site; GBP 38,000 - 47,000; Full time

Job summary

A leading healthcare provider is seeking a Lead Support Technician (Tier 2) in Manchester to oversee IT support delivery. You will lead a team dedicated to providing efficient, customer-focused technical assistance while ensuring compliance with service levels. A postgraduate qualification and extensive IT-related experience are required. This is a full-time, permanent role offering a salary ranging from £38,682 to £46,580 per year.

Qualifications

• Extensive technical background in IT support.
• Ability to multitask and manage multiple incidents awaiting resolution.
• Strong knowledge of IT hardware and software.

Responsibilities

• Ensure work allocation and tasks are fairly distributed.
• Monitor and report performance against KPIs.
• Communicate complicated IT issues to non-technical staff.

Skills

Written and verbal communication

Analytical and problem-solving

Autonomous working

Coaching and managing others

Organising and prioritising workload

Education

Postgraduate qualification or equivalent experience

Degree in an IT-related subject

ITIL Foundation Certificate

Tools

Microsoft Office

SCCM

Office 365

Active Directory

Network knowledge (LAN/WAN)

Job description

Overview

Lead Support Technician (Tier 2) within the Digital Services department. Leads the Tier 2 Tech Bar team to deliver efficient, responsive, effective and customer-focused IT support in line with corporate Service Level Agreements. Works closely with the Tier 1 Lead Support Analyst, IT Service Delivery Manager and Digital Operations Lead to support operational delivery, quality standards, and the IT strategy for high-performing, structured IT support.

The role requires a combination of technical skills, customer care, and business awareness. You will work on your own initiative with guidance from the Digital Operations Lead or IT Service Delivery Manager as required, and develop working relationships across the Digital Services team.

Main duties

• Organise and deliver Tier 2 IT support consistent with the Digital Services Operational Strategy. Provide IT technical support coordination and escalation across Tech Bar teams.
• Supervise a team of Tier 2 IT support technicians; ensure logged calls are responded to and resolved within agreed SLAs, and that support details are recorded in the ITSM tool.

About us

The Christie is one of Europe\'s leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, with national referrals. We provide radiotherapy, chemotherapy, surgery, and a range of support and diagnostic services, and are a leader in cancer research with extensive clinical trials.

Details

• Date posted: 18 September 2025
• Pay scheme: Agenda for Change
• Band: Band 6
• Salary: £38,682 to £46,580 per year (pro rata)
• Contract: Permanent
• Working pattern: Full-time
• Reference: 413-98784-FB-SD
• Job location: IT ICT - E00387, Manchester, M20 4BX

Job responsibilities

• Ensure work allocation, workload, and tasks are fairly distributed to ensure staff are skilled to respond and monitor progression.
• Contribute to upkeep of the ITSM tool; monitor and report performance against KPIs, metrics, and targets; identify areas at risk and implement corrective actions; maintain a skills matrix to support organisational learning.
• Communicate complicated, technical IT issues to non-technical staff or suppliers.
• Work on multi-functional projects and implement changes as appropriate.

Qualifications

Essential

• Postgraduate qualification or equivalent experience.

Desirable

• Degree in an IT-related subject.
• ITIL Foundation Certificate.

Experience

Essential

• Extensive technical background in IT support.
• Ability to multitask and manage multiple incidents awaiting resolution.
• Strong knowledge of IT hardware and software; hardware diagnostics experience.
• Asset management experience; working knowledge of server/PC environments, Microsoft Office, SCCM, and Office 365.
• Experience in troubleshooting Active Directory, GPOs, DNS, and DHCP issues; supervising a team; incident and problem management.

Desirable

• Experience in NHS organisations; technical refresh; project workstreams; public sector procurement.
• Knowledge of LAN/WAN, IP telephony, wireless networks; service continuity/disaster recovery planning.

Skills

• Strong written and verbal communication; ability to convey complex information clearly and persuasively.
• Autonomous working, analytical and problem-solving abilities; ability to coach and manage others; organise and prioritise workload.
• Ability to adapt to change and work flexibly to meet role demands.

Knowledge

• Knowledge of Microsoft Windows 10, Office 365, and Active Directory.
• Understanding of SLAs, incident escalation, queue management, and ITIL incident management.
• Experience in leading a small technical team and in service improvements and project management.

Values and other

• Willingness to travel to Christie sites; participation in out-of-hours on-call rota; shift work including evenings, weekends and public holidays.
• Evidence of ongoing professional and personal development; driving licence/car owner (desirable).

Disclosure and Barring Service (DBS) check is required for this post in line with the Rehabilitation of Offenders Act 1975. This post is subject to DBS submission.