Tier 2 Team Lead

Job summary

We handle around 4,500 service requests per month, providing exceptional IT support to staff across the Trust.

As Tier 2 Team Lead
, you will supervise the Tier 2 Tech Bar team, ensuring efficient, responsive, and customer-focused technical support in line with corporate Service Level Agreements. You'll work closely with the Tier 1 Team Lead, IT Service Delivery Manager and Digital Operations Lead to maintain high standards and support the Trust's IT strategy.

• Lead and manage the Tier 2 Tech Bar team, ensuring excellent customer service.
• Oversee day‑to‑day operations and monitor performance against SLAs.
• Collaborate with Tier 1 Lead and IT Service Delivery Manager to maintain quality standards.
• Support the delivery of the Trust's IT strategy and operational goals.
• Act as an escalation point for complex technical issues.
• Foster a positive, structured, and high‑performing team culture.

• Proven leadership or supervisory experience.
• Excellent communication and customer service skills.
• Strong technical background with experience in IT support.
• Ability to work independently and make informed decisions.
• Business awareness and understanding of IT service delivery frameworks (ITIL desirable).

• Organise and deliver Tier 2 IT support consistent with the Digital Services Operational Strategy, providing IT technical support coordination and escalation support across Tech Bar teams.
• Supervise a team of technical Tier 2 IT support technicians, ensuring all logged calls are responded to and resolved within agreed SLAs and that all support details are accurately recorded and logged using the digital services ITSM tool.
• Ensure work allocation, workload, and tasks are appropriately and fairly distributed throughout the team, with emphasis on making sure staff are adequately skilled to respond and to monitor progression.
• Contribute to the upkeep and maintenance of our ITSM tool.
• Monitor and provide detailed reports on performance against key performance indicators, metrics, and targets to demonstrate service performance and delivery within the Tier 2 support team, highlighting areas at risk with corrective action plans and areas requiring further development by creating and maintaining a skills matrix to assist in organisational learning.
• Communicate complicated, technical IT issues to non‑technical staff or suppliers.
• Work on multi‑functional projects implementing any changes as appropriate.
• Maintain and communicate detailed policy procedural changes within the Tier 2 team.
• Act as a champion for the Tier 2 support team in troubleshooting technical issues, best practice, operational effectiveness, and quality.
• Participate in a staff rota covering core business support hours between 8am and 6pm Monday through to Friday (excluding bank holidays), subject to any Trust changes and service demands, and participate in out‑of‑hours on‑call rota as required.

The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world;

chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.

Details date posted

05 January 2026

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year per annum pro rata

Contract

Permanent

Working pattern

Full‑time

Reference number

413-98784-FB-SD-B

Job locations

IT ICT - E00387

Manchester

M20 4BX

Disclosure and Barring…