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.