Technical Service and Support Lead

Dolby Medical Home Respiratory Care Ltd; Crawley; Hybrid; GBP 41,000 - 50,000; Full time

Benefits offered by this job

33 days holiday (incl BH)

Matched pension scheme

Yearly bonus

Training & development

Job summary

Vivisol UK in Crawley is seeking a Technical Service & Support Lead to join our IT support & service team. You will deliver 2nd/3rd line support for PCs, printers, mobile devices and software, leading the Helpdesk in line with ITIL and ISO 27001 standards.

The role requires managing a team, coordinating incidents, and liaising with vendors. It offers in-office presence four days a week in Crawley, a salary of £45,000, 33 days holiday, pension, and ongoing training.

Qualifications

• Extensive 2nd and 3rd line IT support experience.
• Ability to lead a team and motivate staff.
• Strong networking knowledge in multi-branch environments.
• Solid experience with Windows 10, Office 365, iOS and Android.
• Experience with server configurations and Active Directory.

Responsibilities

• Deliver 1st to 3rd‑line IT support for devices and software.
• Lead the IT Helpdesk in line with ITIL and ISO 27001 practices.
• Assign tickets to engineers and track incidents against SLAs.
• Provide reliable IT resources and expert hardware/software guidance.
• Assist in procurement and onboarding of IT assets.
• Coordinate with third‑party vendors to minimise downtime.
• Act as escalation point for complex IT issues on-site and remotely.
• Serve as Incident Manager during critical IT incidents.

Skills

Second/third line support

Team leadership

Networking

Windows 10

Office 365

iOS & Android

Server configurations

Active Directory

Tools

ITIL

ISO 27001

IG SoC

Job description

We value our people & develop their skills for a better future

Contract Type: Perm - 37.5 hours - Mon - Fri 9am to 5pm

Closing Date: Monday, January 01, 0001

Vivisol UKare looking for anTechnical Service & Support Leadto join a dynamic ad efficient team to deliver specialist knowledge and support as part of our IT support & service team, including desktop applications, telephony, cloud solutions, Google Suite, Microsoft technologies and various hardware platforms including network devices.

We offer a generous package including; 33 days holiday (including BH), excellent training and development programs, matched contribution pension scheme, enhanced maternity and paternity leave, yearly bonus scheme, as well as a salary of £45,000.00.

Location:Crawley (4 days a week in the office)

Hours:37.5-hour week - Monday to Friday 9am to 5pm

The successful candidate may need to be flexible to work weekends if required

Primary Duties & Areas of Responsibility:

• Delivering 1st, 2nd, and 3rd-level support for PCs, printers, mobile devices, tablets, laptops, and software applications.
• Leading the IT Helpdesk team by providing first-class service support in accordance with ITIL, ISO 27001, and IG SoC best practices.
• Evaluating and assigning service desk tickets to appropriate engineers while tracking and reporting on incidents to ensure resolution within SLAs.
• Providing users with current, effective, and reliable IT resources.
• Offering expertise relating to desktop hardware, applications, and operating systems to investigate and resolve technical queries.
• Installing, customizing, configuring, and maintaining IT end-user hardware and software.
• Assisting in the procurement and commissioning of new IT hardware and software assets.
• Liaising with third-party support vendors and internal users to ensure quality of service and minimize user downtime.
• Acting as a point of escalation for complex IT issues, providing both on-site and remote technical support.
• Serving as Incident Manager or handler during critical IT incidents to ensure swift recovery.
• Supporting the delivery of new systems as part of a project team and managing the release to production and ongoing support.
• Coordinating annual site audits at remote depot locations to ensure compliance and hardware integrity.
• Enhancing and improving service desk processes and procedures to proactively ensure the business receives high-quality IT support.

Experience

• Extensive 2nd and 3rd line support (essential)
• You can manage and motivate a team to get the best out the different disciplines available
• Good understanding of networking within a multi branch setup with central data centres
• In depth knowledge of Windows 10, Microsoft Office 365. Familiarity with iOS & Android
• Experience with various server configurations; Domain, File, Exchange, SQL servers.
• In-depth knowledge of the Windows Active Directory domain architecture and its interaction with the desktop environment.
• Good experience and understanding of building clients with modern imaging tools.

Contact info

Registered Office Address:

Dolby Medical Home
Respiratory Care Ltd
North Suite, Lomond Court,
Castle Business Park, Stirling,
FK9 4TU

Vivisol UK
Palladian, Manor Court,
Manor Royal,
Crawley,
RH10 9PY