Lead Support Technician | The Christie NHS Foundation Trust

The Christie NHS Foundation Trust; Manchester; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading cancer treatment centre in Manchester is looking for a Lead Support Technician to oversee the Tier 2 Tech Bar team. The role involves ensuring efficient IT support, supervising a team, and reporting on service performance. Ideal candidates will have strong technical and customer service skills. This position offers a unique opportunity to work in a dedicated environment within a reputable organization.

Qualifications

• Experience in supervising a technical support team.
• Strong ability to manage IT service delivery and escalation.
• Excellent communication skills for diverse stakeholders.

Responsibilities

• Organising and delivering Tier 2 IT support.
• Supervise a team of technical Tier 2 IT support technicians.
• Monitor performance against key performance indicators.

Skills

Technical skills

Customer care

Business awareness

Job description

Overview

This is an exciting opportunity to be a 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 4500 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 supervisor responsibility for ensuring that the Tier 2 support team provide 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, to support the Trust’s everyday IT support and to 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

• Organising and the delivery of Tier 2 IT support consistent with the Digital Services Operational Strategy. Provide IT technical support co-ordination and escalation support across Tech Bar teams.
• Supervise a team of technical Tier 2 IT support technicians and ensuring that all logged calls are aimed to be responded to and resolved within agreed SLA’s, ensuring that all support details are accurately recorded and logged using digital services ITSM tool.
• Ensure work allocation, workload, and tasks are appropriately and fairly distributed throughout the team, with emphasis on making sure that staff are adequately skilled to respond and to monitor progression.
• Contribute to the upkeep and maintenance of our ITSM tool.
• Monitor and provide detail reports on performance against key performance indicators, metrics, and targets to demonstrate service performance and delivery within the Tier 2 support team, highlighting areas at risk with corrective actions plans, areas requiring further development by creating and maintaining a skills matrix to assist in organisational learning.
• Responsible for communicating complicated, technical IT issues to non-technical staff or suppliers.
• Work on multi-functional projects implementing any changes as appropriate.

Organisational context

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% 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.

This advert closes on Thursday 2 Oct 2025