IT Support Team Leader

Location: Towcester

Salary: up to £40,000 depending on experience

Contract Type: Permanent

Hours: Full time, Monday to Friday

Role Summary

We are seeking an experienced and driven IT Support Team Leader to join our IT Infrastructure team at Optima Health. In this role, you will be responsible for leading our first line support team, overseeing the day‑to‑day delivery of technical support for end users across the organisation. You will provide strong leadership, mentorship and performance management to a team of IT Support Technicians, whilst working collaboratively with other departments to ensure a seamless and high quality IT service. This is an excellent opportunity for someone looking to make a real impact within a growing and purpose‑driven organisation.

Main Duties And Responsibilities

• Lead with impact: Manage and inspire the IT Support Team, overseeing task delegation, performance monitoring and quality assurance to ensure the team is always performing at its best.
• Be the technical backbone: Provide expert guidance and hands‑on support to your team, helping them grow in confidence and capability every day.
• Keep things moving: Take ownership of the timely and effective resolution of IT issues and service requests, making sure nothing falls through the cracks.
• Shape the way we work: Develop and implement IT support policies and procedures that drive efficiency and consistency across the team.
• Invest in your people: Conduct regular training sessions and meaningful performance reviews that genuinely help your team develop and thrive.
• Build strong partnerships: Collaborate closely with other departments to understand their IT needs and deliver solutions that truly support the business.
• Drive performance: Monitor and report on key performance indicators and service level agreements, keeping standards high and stakeholders informed.
• Champion continuous improvement: Spot opportunities to do things better, both within the IT team and across the wider organisation.
• Uphold our standards: Ensure full compliance with company policies, procedures and best practices at all times.

Who Are We Looking For?

• Proven leadership and team management experience.
• Strong communication skills, both verbal and written.
• Solid knowledge of Microsoft 365 and IT security awareness.
• Excellent problem‑solving and technical troubleshooting abilities.
• Experience with helpdesk systems and IT support tools.
• Hands‑on experience developing and implementing IT support processes.
• A valid driving licence, access to your own vehicle and willingness to travel occasionally.
• Relevant certifications such as ITIL or CompTIA are a plus.
• Proven experience supporting 1,000+ users in a fast‑paced, multi‑site environment.
• Hands‑on experience with IT service desk platforms, e.g., Jira Service Management, Freshservice, ServiceNow.
• Strong understanding of SLAs and KPIs, ensuring the service desk consistently meets performance and quality targets.

What Can We Offer You?

• 25 days annual leave + bank holidays.
• Buy and sell holiday scheme.
• Life assurance.
• Pension scheme.
• Health cash plan.
• Volunteer days.
• YuLife employee benefits platform.
• Save as you earn scheme.
• Eye test vouchers.
• Flu vaccination scheme.
• Cycle to work scheme.
• Clinical training academy.
• Paid CPD days.
• Professional registration fees paid.
• RAVE awards.
• Employee assistance programme.
• Right to request flexible working from day 1.

All salaries are displayed as full time equivalent (FTE). Optima Health is the UK’s largest provider of occupational health and wellbeing services, supporting organisations across both the public and private sectors. When you join Optima Health, you become part of something bigger. We invest in our people through structured induction, ongoing training and tailored career development, helping you build the skills and experience to grow your career.