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For Companies At a Glance
- Tasks: Lead a team of IT Engineers and solve complex technical issues.
- Company: Join a pivotal NHS body focused on digital health solutions.
- Benefits: Enjoy a hybrid work model with competitive salary and benefits.
- Why this job: Make a real impact in healthcare while thriving in a tech-driven environment.
- Qualifications: ITIL v4 certification and leadership experience in IT support are essential.
- Other info: Opportunity to shape the future of digital service delivery.
The predicted salary is between 44000 - 66000 £ per year.
We’re looking for someone with deep technical knowledge who can lead a team of 8 IT Engineers. If they can’t solve an issue, it will be escalated to you — so you need to be able to handle complex technical problems yourself.
We’re partnering with an arm’s-length NHS body to recruit a Technical Operations Lead — a pivotal role within their high-performing Information Systems team, helping drive continuous improvement in a hybrid, tech-enabled environment.
About the Role
As the Technical Operations Lead, you’ll oversee 3rd–4th line support, lead on problem management, optimise Zendesk (moving to ServiceNow), and manage a team of 8 support engineers. You will also play a key role in improving onboarding/offboarding processes and acting as an escalation point for complex technical issues. This role is perfect for someone who combines technical depth with strategic oversight — and who thrives in a service-led culture focused on secure, high-performing digital operations.
The Stack You’ll Work With
- VMware
- Azure Cloud
- Zendesk → ServiceNow
- Intune
- Microsoft 365
- Exchange
- SQL
- Firewalls
- Web Proxy
- Windows
Key Responsibilities
- Own 3rd–4th line incident and problem management
- Lead and optimise Service Desk operations
- Manage the Configuration Management Database (CMDB)
- Guide the onsite support team and serve as a senior escalation point
- Oversee device management via Intune
- Drive improvements across software lifecycle and user experience
- Ensure strong cross-functional collaboration
- Implement ITIL-aligned performance tracking and documentation
What We’re Looking For
- ITIL v4 certified (essential)
- Proven leadership in an IT support environment
- Expertise in ITSM tooling (Zendesk/ServiceNow), infrastructure & systems
- Excellent communicator and people leader
- Strong analytical, problem-solving, and documentation skills
- MCP preferred (but not essential)
Why Join?
You’ll be part of a non-frontline NHS organisation, supporting national health objectives through critical digital infrastructure, with a unique mix of public mission and private-sector agility.
Help shape and safeguard the future of digital service delivery.
4th Line Support Engineer employer: identifi Global Resources
Contact Detail:
identifi Global Resources Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 4th Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as VMware, Azure Cloud, and ServiceNow. Having hands-on experience or relevant certifications in these areas will give you a significant edge during discussions.
✨Tip Number 2
Demonstrate your leadership skills by preparing examples of how you've successfully managed teams or projects in the past. Be ready to discuss your approach to problem management and how you’ve optimised support operations.
✨Tip Number 3
Brush up on ITIL principles, especially if you're already certified. Be prepared to explain how you've applied ITIL practices in real-world scenarios, particularly in incident and problem management.
✨Tip Number 4
Network with current or former employees of the organisation, if possible. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
We think you need these skills to ace 4th Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support, particularly in 3rd and 4th line roles. Emphasise your leadership skills and any relevant certifications, such as ITIL v4.
Craft a Strong Cover Letter: In your cover letter, explain why you are the perfect fit for the Technical Operations Lead role. Mention your technical expertise, experience with ITSM tools like Zendesk and ServiceNow, and your ability to lead a team effectively.
Showcase Problem-Solving Skills: Provide specific examples of complex technical problems you've solved in previous roles. This will demonstrate your analytical skills and ability to handle escalated issues.
Highlight Communication Skills: Since this role requires strong communication and people leadership, include examples of how you've successfully managed teams or collaborated with cross-functional groups in the past.
How to prepare for a job interview at identifi Global Resources
✨Showcase Your Technical Expertise
As a 4th Line Support Engineer, you'll need to demonstrate your deep technical knowledge. Be prepared to discuss specific technologies mentioned in the job description, such as VMware, Azure Cloud, and ServiceNow. Highlight any relevant experiences where you've successfully resolved complex technical issues.
✨Emphasise Leadership Skills
Since this role involves leading a team of 8 IT Engineers, it's crucial to showcase your leadership abilities. Share examples of how you've managed teams in the past, focusing on your approach to problem management and team optimisation. This will show that you can guide others effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about past challenges you've faced in IT support and how you approached them. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and concisely.
✨Understand ITIL Principles
Since ITIL v4 certification is essential for this role, make sure you're familiar with its principles and how they apply to service management. Be ready to discuss how you've implemented ITIL practices in previous roles, particularly in incident and problem management.
