Team Lead - Service Desk
About The Position
RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day. We’re searching for a UK-based Team Lead – Service Desk to join our Corporate Systems team, so that we can deliver exceptional end-user support and operational efficiency across the UK & Ireland, with potential global scope . The Team Lead will manage and mentor a small team while providing hands-on technical support and driving process improvements to ensure high service standards and compliance in a mission-driven healthcare company .
Requirements
- 1–2 years of leadership experience in IT support or service desk roles within SaaS or multi-product environments.
- Proven success in managing service desk operations and improving workflows.
- In-depth knowledge of Windows, macOS, MDM (Intune/Jamf), Azure AD/Entra ID, and networking fundamentals.
- Ability to commute to Richmond office at least 3 days per week.
- Sincere interest in healthcare technology and operational excellence.
- A knack for working collaboratively in a fast-paced, compliance-driven environment.
- Experience in project work, vendor management, and asset lifecycle.
Responsibilities
- Lead and mentor a team of two technicians to ensure SLA compliance and operational consistency.
- Manage service desk operations including L1/L2 support, queue management, and escalation handling.
- Provide hands-on troubleshooting for Windows/macOS environments, MDM solutions, and identity management.
- Oversee hardware lifecycle and asset management for UK & Ireland.
- Collaborate with vendors and internal teams to optimise workflows and support cross-functional projects.
- Implement automation and scripting (PowerShell/Bash) to improve efficiency and reduce manual tasks.
- Ensure compliance with GDPR, SOC2, ISO27001, and Cyber Essentials Plus standards.
Benefits
- private health and group accident insurance
- an Employee Assistance Programme (EAP) for confidential support
- Loyalty Awards for long-service employees
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
