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? Hybrid | Docklands/Canary Wharf (occasional visits)
? 12-month FTC
We’re looking for someone with deep technical knowledge who can lead a team of 8 IT Engineers. If they can’t solve an issue, it will be escalated to you — so you need to be able to handle complex technical problems yourself.
We’re partnering with an arm’s-length NHS body to recruit a Technical Operations Lead — a pivotal role within their high-performing Information Systems team, helping drive continuous improvement in a hybrid, tech-enabled environment.
? About the Role
As the Technical Operations Lead, you’ll oversee 3rd–4th line support, lead on problem management, optimise Zendesk (moving to ServiceNow), and manage a team of 8 support engineers. You'll also play a key role in improving onboarding/offboarding processes and acting as an escalation point for complex technical issues.
This role is perfect for someone who combines technical depth with strategic oversight — and who thrives in a service-led culture focused on secure, high-performing digital operations.
? The Stack You’ll Work With
VMware | Azure Cloud | Zendesk → ServiceNow | Intune | Microsoft 365 | Exchange | SQL | Firewalls | Web Proxy | Windows
? Key Responsibilities
* Own 3rd–4th line incident and problem management
* Lead and optimise Service Desk operations
* Manage the Configuration Management Database (CMDB)
* Guide the onsite support team and serve as a senior escalation point
* Drive improvements across software lifecycle and user experience
* Ensure strong cross-functional collaboration
* Implement ITIL-aligned performance tracking and documentation
? What We’re Looking For
* Proven leadership in an IT support environment
* Excellent communicator and people leader
* Strong analytical, problem-solving, and documentation skills
* MCP preferred (but not essential)
? Why Join?
You’ll be part of a non-frontline NHS organisation, supporting national health objectives through critical digital infrastructure, with a unique mix of public mission and private-sector agility.
?️ Help shape and safeguard the future of digital service delivery.
Apply now or DM for a confidential chat.
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