Job Title: IT Support Team Leader
Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday
Location: Northampton, NN4 7BF
As the IT Support Team Leader, you will drive the performance of a talented IT team, ensuring fast, effective solutions for end-users across the organisation. You’ll be the go-to expert for escalated technical issues, mentoring your team, shaping workflows, and championing process improvements that make IT support smarter and more efficient.
This is a hands-on leadership role: you’ll balance team development, incident management, and documentation while keeping the helpdesk operating efficiently. Strong technical knowledge, clear communication, and a passion for problem-solving will help you empower your team and deliver exceptional IT experiences for colleagues across the Medigold Health Group.
Main Objectives
* To provide IT desktop/server support to employees based in the UK at Medigold regional offices, client sites and remote workers.
* Provide mentorship to the IT Support Engineers and IT Apprentices both on-site and remote.
* Identify trends in support requests.
* Identify areas of improvement in processes to increase productivity within support.
* Ensure support tickets are being prioritised correctly.
* Help create a fair workload between IT Support Engineers and Apprentices.
* Be an escalation point for our IT support Engineers and IT Apprentices.
* Ensure the IT Apprentices are getting their off-job time.
* Help keep up-to-date How-To guides for our support team and end users.
* Provide support within agreed SLA’s.
* Escalate issues to the IT Operations Manager as required.
* Expand knowledge of IT systems used within the Medigold Health Group of companies.
Specific Responsibilities
1. Triage and Prioritisation:
* Manage the helpdesk ticketing system to ensure timely triage and prioritisation of incoming tickets.
* Assess the severity and impact of issues and allocate resources accordingly to meet SLA’s.
2. Escalation Management:
* Assist with the escalation of complex technical issues to higher levels of support or appropriate stakeholders.
* Provide guidance and support to helpdesk engineers in resolving escalated issues.
3. Team Leadership:
* Lead, mentor, and motivate the team to deliver exceptional technical support.
* Provide ongoing training and development opportunities to helpdesk staff to enhance their skills and knowledge.
* Conduct regular performance evaluations and provide constructive feedback to team members.
4. Day-to-Day Operations:
* Oversee the day-to-day operations of the IT helpdesk, ensuring smooth functioning and adherence to established processes and procedures.
* Monitor helpdesk performance metrics and KPIs to identify areas for improvement.
* Act as a point of contact for technical escalations and coordinate with other IT members/teams to ensure timely resolution of issues.
* Add common solutions to the ticketing knowledgebase.
5. Customer Service:
* Ensure that all helpdesk interactions are conducted in a professional and customer-focused manner.
* Work closely with end-users to understand their technical issues and provide effective solutions or workarounds.
* Continuously strive to improve the overall customer experience through proactive support and service excellence.
Requirements for this role
Essential
* At least 1 year demonstrable experience in a comparable role.
* Minimum 3 years of IT Support or comparable role.
* Previous desktop IT support experience.
* An understanding of varied IT systems.
* Strong understanding of PC Hardware.
* High level understanding of Operating Systems.
* Experience of dealing with clients/customers.
* Demonstrative verbal and written communication skills.
* People Management Skills.
Desirable
* There are no formal qualifications required for this role however an NVQ Level 3 (or equivalent) in a software or IT related subject would be desirable. ITIL Certification would be advantageous.
Our Company Benefits
* 31 days holiday inclusive of bank holidays, increasing with length of service
* Pension Scheme
* Access to Company benefits and discount portal
* Access to a Health Cash Plan
* Free eyecare vouchers
* Cycle to work scheme
* Access to confidential Employee Assistance programme
* Interactive mental health and wellbeing app
Interested in this role but want to find out more first? Email us at recruitment@medigold-health.com.
#J-18808-Ljbffr