Technical Support Manager

I'm looking for an experienced Support Manager to lead a high-performing UK-based service desk team, delivering exceptional support to NHS and healthcare clients. You'll play a key role in incident response, stakeholder engagement, and service excellence, while ensuring smooth collaboration across a global support structure.

What You'll Be Doing

1. Lead and manage the UK Service Desk team (3 direct reports)
2. Own the day-to-day delivery of the support function
3. Coordinate responses to major incidents and manage on-call rosters
4. Maintain high-level communication with internal and external stakeholders
5. Run regular service review meetings with clients
6. Collaborate with L2/L3 teams across time zones in a follow-the-sun model
7. Support clinical risk management in partnership with medical leadership
8. Deliver operational reports and drive service quality improvements

What We're Looking For

1. Strong experience supporting clients in IT environments
2. Proven leadership during incident response and escalation management
3. Experience with cloud-hosted systems and working alongside SRE/Managed Services teams
4. Skilled in client communication
5. Knowledge of ISO 9001, 27001, and 31000 standards
6. Confident chairing support meetings and following through on post-implementation actions

Nice to Have

1. ITIL v4.0 certification
2. Experience working in a global support environment with shared workflows
3. Understanding of health system architecture and interdependencies

If you're a calm, solutions-focused leader who thrives under pressure and knows how to keep teams sharp and services stable — we want to hear from you.