Job Title: Technical Support Manager
Type: Permanent
Location: Fully remote
Start Date: ASAP
Salary: £60,000 - £70,000 per annum
iO Associates is collaborating with a Health Tech organisation that offers innovative software solutions to healthcare providers, enhancing clinical workflows and communication by seamlessly integrating healthcare IT systems.
We are seeking a proactive and experienced Technical Support Lead to manage and expand the support team. You will oversee daily operations, support internal systems and customer-facing solutions, and lead a high-performing team. This role reports to the Chief Regulatory & Compliance Officer and is crucial for ensuring quality service, technical excellence, and compliance in a regulated environment.
Key Responsibilities:
* Manage daily operations of the technical support team, ensuring adherence to SLAs and KPIs
* Act as a point of escalation for complex technical issues, providing 2nd and 3rd line support for infrastructure, internal applications, and customer solutions
* Recruit, train, and develop support staff to build a high-performing team
* Collaborate with cross-functional teams for deployment of updates, new features, and issue resolution
* Implement ITIL best practices for incident, problem, change, and knowledge management
* Ensure compliance with ISO 27001, ISO 13485, GDPR, and NHS Data Security & Protection Toolkit
* Monitor and maintain system performance, health, and security
* Contribute to root cause analysis and produce performance reports for senior management
* Maintain accurate client documentation and internal asset registers
* Provide end-user support, training, and guidance using tools like Microsoft 365, Atlassian, and internal applications
Skills:
* 5+ years in a technical support role with significant management experience
* Deep knowledge of Windows Desktop and Server environments
* Experience with Microsoft 365, Entra ID (SSO, policy management)
* Networking expertise (TCP/IP, DNS, DHCP)
* Experience with virtualization (VMware, Hyper-V)
* Familiarity with scripting (PowerShell, HTML, SQL, JSON) and system monitoring
* Proficiency in RMM, EDR, and disaster recovery tools
* Support for hardware including PCs, laptops, tablets, and mobile devices
* Cloud experience, preferably AWS
* Experience working in ISO-regulated environments (ISO 27001 / ISO 13485)
Desirable Skills:
* Healthcare sector experience, especially NHS IT systems
* Background in medical imaging or biotech
* Knowledge of MS SQL Server
* Cybersecurity best practices
* Experience with DevOps tools or IT project coordination
Benefits:
* 25 days annual leave plus public holidays, with buy/sell options
* Comprehensive benefits including professional development, EV scheme, private health insurance, and more
* Flexible work arrangements, remote or London office-based
* Occasional travel opportunities to customer sites
If you're passionate about IT support in healthcare and ready to lead a team, contact us today!
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