Team Lead - Service Desk

RLDatix; Richmond; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A healthcare technology provider in Richmond is looking for a Team Lead – Service Desk to manage and mentor a small team, providing hands-on technical support and driving operational efficiency. This hybrid role requires 1-2 years of IT leadership experience, knowledge of Windows/macOS, and a sincere interest in healthcare technology. The position offers flexible working arrangements and benefits including health insurance and an Employee Assistance Programme.

Benefits

Private health insurance

Group accident insurance

Employee Assistance Programme

Loyalty Awards

Qualifications

• 1-2 years of leadership experience in IT support or service desk roles.
• Proven success in managing service desk operations.
• Sincere interest in healthcare technology.

Responsibilities

• Lead and mentor a small team of technicians to ensure SLA compliance.
• Manage service desk operations and queue management.
• Provide hands-on troubleshooting for Windows/macOS environments.

Skills

Leadership in IT support

Windows and macOS expertise

MDM solutions knowledge

Azure AD/Entra ID

Networking fundamentals

Cross-functional collaboration

Tools

PowerShell

Bash

Job description

Team Lead – Service Desk | Corporate Systems | Richmond, UK | Hybrid (3 days onsite)

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere.Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We’re searching for aUK-based Team Lead – Service Deskto join ourCorporate Systemsteam, so that we candeliver exceptional end-user support and operational efficiency across the UK & Ireland, with potential global scope. TheTeam Leadwillmanage and mentor a small team while providing hands‑on technical support and driving process improvementstoensure high service standards and compliance in a mission‑driven healthcare company.

How You’ll Spend Your Time

• Lead and mentor a team of two technicians to ensure SLA compliance and operational consistency.
• Manage service desk operations including L1/L2 support, queue management, and escalation handling.
• Provide hands‑on troubleshooting for Windows/macOS environments, MDM solutions, and identity management.
• Oversee hardware lifecycle and asset management for UK & Ireland.
• Collaborate with vendors and internal teams to optimise workflows and support cross‑functional projects.
• Implement automation and scripting (PowerShell/Bash) to improve efficiency and reduce manual tasks.
• Ensure compliance with GDPR, SOC2, ISO27001, and Cyber Essentials Plus standards.

What Kind of Things We’re Most Interested in You Having

• 1–2 years of leadership experience in IT support or service desk roles within SaaS or multi‑product environments.
• Proven success in managing service desk operations and improving workflows.
• In‑depth knowledge of Windows, macOS, MDM (Intune/Jamf), Azure AD/Entra ID, and networking fundamentals.
• Ability to commute to Richmond office at least 3 days per week.
• Sincere interest in healthcare technology and operational excellence.
• A knack for working collaboratively in a fast‑paced, compliance‑driven environment.
• Experience in project work, vendor management, and asset lifecycle.

By enabling flexibility in how we work and prioritising employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Programme (EAP) for confidential support, and Loyalty Awards for long‑service employees.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, colour, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.