IT Support Lead

You will play a key role in owning and developing the IT support function, working closely with the Head of IT to enhance the quality, efficiency, and reliability of IT services across the organisation. Following the successful transition of IT to an in-house model, this role will focus on taking the existing support service to the next level by introducing structure, automation, and continuous improvement.

Working within the IT team, you will be responsible for improving the overall support experience, reducing repetitive workload, and implementing scalable processes that enable a more proactive and efficient service. You will work closely with internal stakeholders and technical teams to ensure IT support meets both operational and business needs.

The role requires a strong attention to detail, a proactive mindset, and a passion for service improvement, working in a fast-paced environment to identify inefficiencies and implement practical solutions. The Support Lead will collaborate closely with IT leadership and team members to streamline processes, improve user experience, and ensure consistent delivery of high-quality support services.

You will be reporting to the Head of IT., * Taking ownership of the IT support function and acting as the primary escalation point for support-related issues.

• Line managing IT support staff, including IT Support and HBS Platform App Support roles.
• Identifying and reducing repetitive support tickets through process improvement and automation.
• Designing and implementing Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and support workflows.
• Improving and optimising the IT ticketing system to enhance efficiency and user experience.
• Introducing automation opportunities to reduce manual workload and streamline support processes.
• Enhancing onboarding and offboarding processes, including user accounts, access, and device setup.
• Monitoring support performance through reporting on ticket trends, resolution times, and SLA adherence.
• Providing accurate reporting on support performance, risks, and opportunities for improvement.
• Working closely with IT leadership to align support services with wider business objectives.
• Supporting hands-on resolution of support issues where required, particularly during peak demand or complex incidents.
• Collaborating with technical and governance teams to ensure consistency and standardisation across support processes.
• Driving continuous improvement of the support function through proactive identification of inefficiencies.
• Ensuring a high standard of customer service and user satisfaction across all IT support

• Relevant qualification in IT or equivalent practical experience, * Proven experience in IT support, ideally in a senior or lead capacity
• Experience working with IT ticketing systems and service management tools
• Experience identifying and implementing process improvements within a support environment
• Experience working in fast-paced environments with changing priorities

KNOWLEDGE AND SKILLS

• Strong problem-solving skills and a proactive, solution-focused mindset
• Ability to analyse support trends and implement solutions to reduce repeat issues
• Excellent communication and stakeholder management skills
• Ability to balance hands-on technical work with leadership responsibilities

OTHER JOB-RELATED REQUIREMENTS

• Ability to take ownership of the support function and drive continuous improvement
• Strong attention to detail with a focus on service quality and user experience
• Ability to work both independently and collaboratively within a team, * ITIL Foundation (or equivalent service management certification)
• Relevant certifications in Microsoft 365, Azure, or endpoint management, * Previous line management or mentoring experience
• Experience working in a growing or recently transitioned IT function
• Experience implementing SLAs, SOPs, or structured support processes

KNOWLEDGE AND SKILLS

• Knowledge of ITIL principles or service management frameworks
• Understanding of onboarding/offboarding processes and user lifecycle management
• Awareness of automation opportunities within IT support environments

At Healthcare Business Solutions, we offer and provide numerous healthcare-based solutions to a variety of clientele. Whether it be patients, clinicians, or corporate businesses, we are always innovative. We consistently provide tomorrow’s solutions, today.