Support Team Leader

Reference
1120058

Branch
University of Staffordshire

Start date
09/11/2026

Duration
Ongoing

Hours and days
Monday - Friday, 9am - 5pm

Dress code
Smart Casual

Rate of pay
£16.41

Holiday rate
£1.98

Role

The Support Team Leader runs the day-to-day e-Quip support service. You will lead and develop a team of support technicians, make sure customer tickets are resolved within SLA, and act as a trusted escalation point for NHS customers.

The role combines people leadership, customer relationship management and hands-on technical work, including SQL investigation of customer data.

• Working hours: Monday to Friday, 9:00am–5:00pm
• Salary: £32,000 per annum
• Location: This is a fully office-based role, requiring you to work five days a week from our Stafford office.

Duties and responsibilities

Team leadership

• Lead and motivate the support team, holding regular 1:1s and setting clear objectives
• Manage team workloads, prioritising tickets, tasks and projects so the most important work gets done first
• Plan and oversee support projects, keeping them on time and on track
• Coach and develop team members, identifying where they need support or training

Service delivery

• Monitor the ticket queue and make sure incidents and requests are prioritised and resolved within SLA
• Work tickets alongside the team, leading by example on the support queue
• Act as the escalation point for complex or sensitive tickets
• Produce regular reports on ticket volumes, SLA performance and trends for the Head of e-Quip Support
• Make sure tickets are documented clearly and the knowledge base is kept up to date
• Support the smooth handover of customers from implementation into live support

Customer relations

• Build strong working relationships with key contacts at NHS trusts and healthcare customers
• Manage customer expectations on priorities, timescales and outcomes
• Handle customer escalations and complaints professionally, owning them through to resolution
• Attend customer calls and service review meetings when required
• Communicate clearly with customers about incidents, progress and outcomes

Technical

• Provide second-line support for the e-Quip software
• Write and run SQL queries to investigate data issues, extract information and support reporting
• Remotely access customers' on-premise environments to provide support, carry out diagnostics and run scripts
• Work with the development and infrastructure teams to diagnose and resolve product issues
• Help test fixes and new releases before they reach customers

Continuous improvement

• Spot recurring issues and drive fixes to reduce repeat tickets
• Improve support processes, templates and documentation
• Share customer feedback with the wider business

Skills and experience
Essential

• Proven experience managing a team, including 1:1s, managing workloads and prioritising work and projects
• Experience in an IT, software or service desk support environment
• Practical experience writing SQL queries (SELECT, JOINs, filtering, aggregation) to investigate and report on data
• Confident handling escalations and building relationships with customers
• Clear, professional written and verbal communication at all levels
• Able to prioritise competing demands and work to SLAs
• Comfortable learning new software quickly
• Calm under pressure, takes ownership, team player, attention to detail

• Experience with Microsoft SQL Server
• Experience supporting NHS or other public-sector customers
• Experience presenting service performance to customers or senior managers
• Experience with helpdesk or ticketing systems
• Knowledge of asset management, CMMS or medical device management systems
• Experience coaching or mentoring others

Location
Stafford

Benefits

• Competitive Salary
• Holiday Pay
• Pension Scheme