Tier 2 Team Lead

Join our fast‑paced and friendly Tech Bar team within The Christie’s Digital Services department. 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).
• Organising and the delivery of Tier 2 IT support consistent with the Digital Services Operational Strategy. Provide IT technical support co‑ordination and escalation support across Tech Bar teams.
• Supervise a team of technical Tier 2 IT support technicians and ensuring that all logged calls are aimed to be responded to and resolved within agreed SLA’s, ensuring that all support details are accurately recorded and logged using digital services ITSM tool.
• Ensure work allocation, workload, and tasks are appropriately and fairly distributed throughout the team, with emphasis on making sure that staff are adequately skilled to respond and to monitor progression.
• Contribute to the upkeep and maintenance of our ITSM tool.
• Monitor and provide detail 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 actions plans, areas requiring further development by creating and maintaining a skills matrix to assist in organisational learning.
• Responsible for communicating complicated, technical IT issues to non‑technical staff or suppliers.
• Work on multi‑functional projects implementing any changes as appropriate.

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 about 15% of 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.