Why Prism Healthcare?
Prism Healthcare Group are a highly reputable healthcare company employing circa 700 colleagues across numerous locations within the UK and Europe. We work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are well positioned to share our experience and expertise with every client and customer.
Role Description
To oversee the daily operations of our IT Support function. The successful candidate will lead a team of technicians, ensuring the delivery of the high quality technical support to end users while maintaining excellent customer service standards.
This role requires strong leadership, technical troubleshooting expertise, and a commitment to continuous service improvement. Experience with SQL databases and reporting would be advantageous.
Essential Duties including but not limited to:
- Lead, mentor, and develop a team of IT technicians
- Manage team performance through regular coaching, feedback and performative reviews
- Monitor workload distribution and ensure service levels are consistently achieved
- Oversee day to day operation of the service desk function
- Ensure incidents and service requests are managed effectively and resolved within agreed SLAs
- Act as an escalation point for complex technical issues.
- Produce and analyse service desk metrics and reports
- Collaborate with infrastructure, application and third party support teams when required.
- Maintain and produce knowledge base articles and support documentation
Skills, Knowledge and Experience
Essential
- Previous experience in a Service Desk Team Lead role, Service Desk supervisor or Senior Service Desk role,
- Strong knowledge of IT Service Management principles and best practice
- Strong leadership, communication and interpersonal skills
- Ability to manage competing priorities in a fast moving business
- Experience supporting M365, Windows operating environments, active directory and networking technologies
- Driving licence
Desirable
- Knowledge of ITIL frameworks and service management methodologies
- Experience of business applications, ERP systems and CRM platforms
- Relevant industry certifications like ITIL, Microsoft or CompTIA
Personal Characteristics
- Comfortable working across both applications support and operational/infrastructure issues
- Strong triage skills, able to quickly assess severity and escalate appropriately
- Communicates clearly with both technical and non-technical staff
- Takes a coaching approach, developing the skills and confidence of the wider team
- Strong sense of ownership, seeing issues through to full resolution
- Well organised, able to manage a fluctuating workload and competing priorities
- Proactively identifies recurring problems and drives root cause fixes
- Resilient, with the ability to manage repeat issues or frustrated users professionally
- Adaptable to changing priorities and new systems
- Detail focused, ensuring processes and fixes are documented accurately
- Approachable, encouraging the team to raise issues and mistakes early
- Accountable, reporting openly on issues, delays, and progress
- Customer focused, treating internal users professionally and managing expectations
- Able to delegate effectively and trust the team with responsibility
- Committed to continuous improvement of processes and ticket handling
- Capable of running day to day operations independently, providing assurance to management
Benefits:
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
- Store discount
Work Location: In person
