Technical Operations Lead (London Area)

Now Hiring: Technical Operations Lead | NHS (Arm’s-Length Body)

Hybrid | Docklands/Canary Wharf (occasional visits)

12-month FTC

£55,000 + benefits

Are you a hands-on IT operations leader with a passion for improving service delivery, user experience, and operational resilience?

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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