Tier 2 Team Lead

Job Summary

Join our fast‑paced and friendly Tech Bar team within The Christie’s Digital Services department. We handle around 4,500 service request per month, providing exceptional IT support to staff across the Trust. As Tier 2 Team Lead you will supervise the Tier 2 Tech Bar team, ensuring efficient, responsive, and customer‑focused technical support in line with corporate Service Level Agreements. You will work closely with the Tier 1 Team Lead, IT Service Delivery Manager and Digital Operations Lead to maintain high standards and support the Trust’s IT strategy.

• Lead and manage the Tier 2 Tech Bar team, ensuring excellent customer service.
• Oversee day‑to‑day operations and monitor performance against SLAs.
• Collaborate with Tier 1 Lead and IT Service Delivery Manager to maintain quality standards.
• Support the delivery of the Trust’s IT strategy and operational goals.
• Act as an escalation point for complex technical issues.
• Foster a positive, structured, and high‑performing team culture.
• Organise and deliver Tier 2 IT support consistent with the Digital Services Operational Strategy.
• Supervise a team of technical Tier 2 IT support technicians and ensure accurate logging using the digital services ITSM tool.
• Allocate work, and balance workload to ensure staff are skilled and progress monitored.
• Maintain the ITSM tool and provide detailed performance reports against key indicators.
• Communicate complex technical issues to non‑technical staff or suppliers.
• Implement and maintain policies, procedures and change‑management processes.
• Support multi‑functional projects and participate in staff rota covering core business support hours.
• Participate in out‑of‑hours on‑call rota as required.

• Post‑graduate qualification or equivalent experience.
• Extensive technical background in an IT support role.
• Experience supervising a team and managing incident and problem management.
• Strong knowledge of IT hardware and software, including Microsoft Windows 10, Office 365, Active Directory, GPOs, DNS and DHCP.
• Knowledge of ITIL processes (incident, problem, change, service‑level and release management).
• Experience with the Service Now or similar ITSM tool and performance reporting.
• Desirable: experience in an NHS organisation, technical refresh projects and public‑sector procurement.

• Strong verbal and written communication skills with the ability to influence and negotiate.
• Analytical and problem‑solving skills, able to work autonomously and make decisions.
• Ability to prioritise own work and the workload of others, manage interruptions and plan strategically.
• Capacity to mentor team members, promote a service‑orientation and embrace change.
• Well‑presented, flexible, resilient, methodical and a team player.

• Excellent working knowledge of Microsoft Windows 10 and Office 365.
• Understanding of SLAs, queue management and the ITIL incident‑management process.
• Knowledge of NHS policies and information governance (GDPR, NHS Information Governance).
• Ability to demonstrate the organisational values and behaviours.

Location:

Manchester – IT ICT – E00387, M20 4BX

Contract:

Permanent
Working pattern:
Full‑time
Salary: £38,682 to £46,580 per annum (pro‑rata)
Band: 6

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure & Barring Service check. Applications from job seekers who require skilled‑worker sponsorship to work in the UK are welcome. Further details can be found on the U.K. Visas and Immigration website.