4th Line Support Engineer

4th Line Support Engineer

📍 Hybrid | Docklands/Canary Wharf (occasional visits)

🕒 12-month FTC

💰 £55,000 + benefits

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'll 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.

Apply now or DM for a confidential chat.

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