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  • 4th Line Support Engineer - bournemouth, england, United Kingdom - JR United Kingdom

    JR United Kingdom
    JR United Kingdom bournemouth, england, United Kingdom

    4 days ago

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    Description
    Technical Operations Lead Job Description

    About the Role:

    The Technical Operations Lead will oversee 3rd–4th line support, lead on problem management, optimise Zendesk (moving to ServiceNow), and manage a team of 8 support engineers. 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
    • 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:

    • Proven leadership in an IT support environment
    • 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.


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