Job Title: Technical Support Manager
Type: Permanent
Location: Fully remote
Start Date: ASAP
Salary: £60,000 - £70,000 per annum

iO Associates are working with a Health Tech organisation that provides innovative software solutions to healthcare providers, improving clinical workflows and communication by seamlessly integrating healthcare IT systems.

We're looking for a hands-on and experienced Technical Support Lead to manage and grow the support function. You'll lead a high-performing team and be responsible for overseeing daily operations, supporting both internal systems and customer-facing solutions. This role reports to the Chief Regulatory & Compliance Officer and plays a key part in ensuring quality service delivery, technical excellence, and compliance within a regulated environment.

Key Responsibilities:

Manage daily operations of the technical support team, ensuring adherence to SLAs and KPIs
Act as a point of escalation for complex technical issues, delivering both 2nd and 3rd line support across infrastructure, internal applications, and customer-facing solutions
Oversee the recruitment, training, and development of staff to build a high-performing support team
Collaborate closely with cross-functional teams to support the deployment of updates, new features, and issue resolution
Implement ITIL best practices, including incident, problem, change, and knowledge management processes
Ensure compliance with ISO 27001, ISO 13485, GDPR, and the NHS Data Security & Protection Toolkit
Monitor and maintain the performance, health, and security of internal and customer systems
Contribute to root cause investigations and generate performance reports for senior management
Maintain accurate client documentation and internal asset registers
Provide end-user support (technical and non-technical), training and guidance, including tools such as Microsoft 365, Atlassian, and internal applications

Skills:

- 5+ years of experience in a similar technical support role, with significant management responsibilities
- Deep understanding of Windows Desktop and Server environments
- Strong experience in Microsoft 365 and Entra ID (including SSO, policy management)
- Strong networking knowledge (TCP/IP, DNS, DHCP)
- Experience with virtualisation technologies (e.g., VMware, Hyper-V)
- Familiarity with scripting (PowerShell, HTML, SQL, JSON) and system monitoring
- Proficient in Remote Monitoring & Management (RMM), Endpoint Detection & Response (EDR), and disaster recovery tools
- Hands-on support for a range of hardware including PCs, laptops, tablets, and mobile devices (Android/iOS)
- Cloud experience (AWS preferred)
- Comfortable working in and supporting ISO-regulated environments (ISO 27001 / ISO 13485)

Desirable Skills:

- Experience within the healthcare sector, ideally with exposure to NHS IT systems and processes
- Interest or background in medical imaging or biotech
- Knowledge of MS SQL Server
- Familiarity with cybersecurity best practices
- Exposure to DevOps tooling or IT project coordination

What's in it for you?

25 days of annual leave plus public holidays, with the option to buy/sell additional days
Comprehensive benefits package, including professional development opportunities, EV scheme, cycle-to-work, private health insurance, and more
Flexible working arrangements, with the choice to work remotely or office-based in London
Opportunities for occasional travel to customer sites

If you're passionate about supporting IT Systems in Healthcare and have the experience to lead a team, get in touch today!