Job Title: IT Support Team Leader
Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday
Location: Northampton, NN4 7BF

As the IT Support Team Leader, you will drive the performance of a talented IT team, ensuring fast, effective solutions for end-users across the organisation. You’ll be the go-to expert for escalated technical issues, mentoring your team, shaping workflows, and championing process improvements that make IT support smarter and more efficient.

This is a hands-on leadership role: you’ll balance team development, incident management, and documentation while keeping the helpdesk operating efficiently. Strong technical knowledge, clear communication, and a passion for problem-solving will help you empower your team and deliver exceptional IT experiences for colleagues across the Medigold Health Group.

Main Objectives

• To provide IT desktop/server support to employees based in the UK at Medigold regional offices, client sites and remote workers.

• Provide mentorship to the IT Support Engineers and IT Apprentices both on-site and remote.

• Identify trends in support requests.

• Identify areas of improvement in processes to increase productivity within support.

• Ensure support tickets are being prioritised correctly.

• Help create a fair workload between IT Support Engineers and Apprentices.

• Be an escalation point for our IT support Engineers and IT Apprentices.

• Ensure the IT Apprentices are getting their off-job time.

• Help keep up-to-date How-To guides for our support team and end users.

• Provide support within agreed SLA’s.

• Escalate issues to the IT Operations Manager as required.

• Expand knowledge of IT systems used within the Medigold Health Group of companies.

Specific Responsibilities

1. Triage and Prioritisation:

• Manage the helpdesk ticketing system to ensure timely triage and prioritisation of incoming tickets.

• Assess the severity and impact of issues and allocate resources accordingly to meet SLA’s.

2. Escalation Management:

• Assist with the escalation of complex technical issues to higher levels of support or appropriate stakeholders.

• Provide guidance and support to helpdesk engineers in resolving escalated issues.

3. Team Leadership:

• Lead, mentor, and motivate the team to deliver exceptional technical support.

• Provide ongoing training and development opportunities to helpdesk staff to enhance their skills and knowledge.

• Conduct regular performance evaluations and provide constructive feedback to team members.

4. Day-to-Day Operations:

• Oversee the day-to-day operations of the IT helpdesk, ensuring smooth functioning and adherence to established processes and procedures.

• Monitor helpdesk performance metrics and KPIs to identify areas for improvement.

• Act as a point of contact for technical escalations and coordinate with other IT members/teams to ensure timely resolution of issues.

• Add common solutions to the ticketing knowledgebase.

5. Customer Service:

• Ensure that all helpdesk interactions are conducted in a professional and customer-focused manner.

• Work closely with end-users to understand their technical issues and provide effective solutions or workarounds.

• Continuously strive to improve the overall customer experience through proactive support and service excellence.

Requirements for this role

Essential

• At least 1 year demonstrable experience in a comparable role.

• Minimum 3 years of IT Support or comparable role.

• Previous desktop IT support experience.

• An understanding of varied IT systems.

• Strong understanding of PC Hardware.

• High level understanding of Operating Systems.

• Experience of dealing with clients/customers.

• Demonstrative verbal and written communication skills.

• People Management Skills.

Desirable

• There are no formal qualifications required for this role however an NVQ Level 3 (or equivalent) in a software or IT related subject would be desirable. ITIL Certification would be advantageous.

Our Company Benefits

• 31 days holiday inclusive of bank holidays, increasing with length of service

• Pension Scheme

• Access to Company benefits and discount portal

• Access to a Health Cash Plan

• Free eyecare vouchers

• Cycle to work scheme

• Access to confidential Employee Assistance programme

• Interactive mental health and wellbeing app

Interested in this role but want to find out more first? Email us at recruitment@medigold-health.com.