IT Support Team Leader

About the role

We are looking for an experienced IT Support Team Leader to join Optima Health’s IT Infrastructure team in Towcester. You will lead the first‑line support team, ensuring timely and high‑quality technical assistance for over 1,000 users across multiple sites. The role combines hands‑on technical guidance with people management and process improvement.

Key responsibilities

• Manage and motivate a team of IT Support Technicians, delegating tasks, monitoring performance and ensuring quality standards.
• Provide expert technical guidance and hands‑on assistance to resolve complex incidents and service requests.
• Own the end‑to‑end resolution of IT issues, preventing tickets from slipping through the process.
• Develop, implement and continuously improve IT support policies, procedures and service‑level agreements.
• Deliver regular training, performance reviews and career development for team members.
• Collaborate with other departments to understand their IT needs and deliver appropriate solutions.
• Track, analyse and report on key performance indicators and SLA compliance.
• Identify and drive continuous improvement initiatives across the IT function.

Required profile

• Proven experience leading and managing an IT support team.
• Strong verbal and written communication skills.
• Solid understanding of Microsoft 365 and IT security awareness.
• Experience supporting 1,000+ users in a fast‑paced, multi‑site environment.
• Valid driving licence and access to a vehicle for occasional travel.
• Relevant certifications such as ITIL or CompTIA are a plus.

Required skills

• Microsoft 365
• IT security awareness
• Helpdesk systems and IT support tools
• IT support process development
• ITIL / CompTIA (optional)
• Jira Service Management
• Freshservice
• ServiceNow
• Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

What we offer

• Competitive salary up to £40,000 per annum.
• 25 days of annual leave.
• Opportunity to lead a growing team within a purpose‑driven healthcare organisation.