Service Desk Team Lead

Job DescriptionService Desk Team LeadNorthampton/Hybrid£40,000 - £50,000k (DOE)Digital Waffle is working with a company revolutionising healthcare through innovative technologies. They are looking for a 3rd Line Engineer 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. (1-2 years min)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.
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