Technical Support Manager - £70,000 - Remote

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!