Lead Support Technician

The Christie NHS Foundation Trust; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading health institution in Manchester is seeking a Lead Support Technician for their Digital Services department. This role involves supervising the Tier 2 support team and ensuring an efficient delivery of customer-focused IT support. The ideal candidate will have strong technical skills and experience in managing support teams, with a commitment to maintaining high service standards.

Qualifications

• Experience in managing a technical support team and ensuring service level agreements are met.
• Strong technical skills with a focus on IT support coordination.
• Ability to develop relationships with various team members.

Responsibilities

• Organise and deliver Tier 2 IT support consistent with the operational strategy.
• Provide IT technical support coordination across Tech Bar teams.
• Supervise a team of IT support technicians and manage recorded calls.

Skills

Leadership

Technical support

Customer service

Business awareness

Job description

Overview

This is an exciting opportunity to be part of a fast-paced support team within the Digital Services department of The Christie. Our Tech Bar team are well established and a friendly, fun support team who deal with around 4,500 service requests a month. The post holder will provide leadership to the Tier 2 Tech Bar team, and be responsible for the delivery of an efficient, responsive, effective and customer-focused Tier 2 support team.

The Lead Support Technician will have supervisory responsibility for ensuring that the Tier 2 support team provides appropriate levels of customer service and support in line with corporate Service Level Agreements. The Lead Support Technician will work closely with the Tier 1 Lead Support Analyst, IT Service Delivery Manager and Digital Operations Lead in supporting all aspects of operational delivery within the Tier 2 technical support team to agree quality standards, support the Trust\'s everyday IT support and support the IT strategy, ensuring a high performing, structured and co-ordinated approach to the provision and delivery of IT support.

The post requires a combination of technical skills, customer care, and business awareness. The post holder will work on their own initiative but will take advice and guidance from the Digital Operations Lead or the IT Service Delivery Manager if required. You will be expected to develop close working relationships with all members of the Digital Services team.

Responsibilities

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

About The Christie

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, but as a national specialist around 15% of patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.