Service Desk Team Lead

Service Desk Team Lead
Northampton/Hybrid
£40,000 - £50,000k (DOE)

Digital Waffle is working with a company revolutionising healthcare through innovative technologies. They are looking for a Service Desk Team lead. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a passion for delivering outstanding customer service.

In this role, you will lead a team of multiple engineers responsible for providing advanced technical support and expertise to healthcare organisations.

Responsibilities:

• Lead and mentor a team of 2nd Line Engineers, providing guidance, support, and coaching to ensure high performance and professional development.
• Oversee the resolution of complex technical issues escalated from lower-tier support teams, ensuring timely and effective resolution while maintaining customer satisfaction.
• Collaborate with other teams to implement best practices, streamline processes, and optimise service delivery in healthcare environments.
• Serve as a technical escalation point for challenging issues, utilizing your expertise to troubleshoot and resolve complex problems in healthcare IT systems.
• Participate in the planning and execution of projects, including healthcare IT infrastructure upgrades, migrations, and deployments.
• Stay informed about healthcare industry regulations and standards, ensuring compliance and security in all technology solutions.

Requirements:

• Proven experience in a 3rd Line Engineer role.
• Previous experience in a leadership or supervisory role, with demonstrated ability to effectively lead and motivate a team.
• Excellent problem-solving skills and the ability to think strategically while also being detail-oriented.
• Strong communication and interpersonal skills, with the ability to effectively interact with healthcare professionals and stakeholders.