Support Team Lead - Wellbeing Software
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Support Team Lead

Are you an experienced Team Lead looking to use your skills to help people live longer healthier lives? We are key partners to the NHS and other healthcare providers and we are now looking for a Support Team Lead to join our team based in Mansfield, Nottingham.

Our support teams ensure that when our customers experience technical issues that they are logged and tracked through to resolution including escalation through to experts as required in line with our service agreements.

You will be responsible for the day-to-day management and development of a small team of support technicians, ensuring customer issues are resolved in line with time critical SLAs. Typically, this includes:

  • Managing your team’s workload including allocating tickets, project work and service improvement activities as well as resolving tickets yourself
  • Ensuring SLAs are met in line with our Service Contracts, escalating tickets to the Service/Incident Manager to remove risk of breaching SLAs
  • Supporting the Incident, Problem and Change managers to effectively monitor, control and support the key ITIL processes, ensuring systems, methodologies and procedures are followed
  • Assisting Service or Incident manager to resolve high priority issues including customer escalation calls and prime contractors
  • Mentoring and training of the 1st and 2nd line support teams to improve team technical knowledge, maintaining a skills matrix and identifying training requirements to remove skills gaps and single point of failure
  • Defining and managing team and individual goals in line with our Service Objectives holding regular 1-2-1 meetings to track progress
  • Identifying opportunities for service improvements
  • OOH Major Incident Management on call responsibilities


You will need to be customer focused, always seeking opportunities to do things better and managing service delivery within time critical SLAs. Coaching colleagues to improve their knowledge and technical ability is essential to ensure your team have the technical ability to resolve complex issues.

You should have previous experience of managing a support team/IT helpdesk, ensuring compliance with SLAs and quality standards. If you have experience of ISO2000 even better combined with a knowledge of ITIL service management protocols.

Our Support Team lead often progress into service management roles, such as Incident Manager or Service Manager or may become product experts and transfer into our implementation teams.

If you think you have the qualities we are looking for please apply.




Apply now

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