ICT-Service Support Manager

We are looking for an experienced IT manager to lead an ITIL based Service Delivery team helping them to resolve complex technical issues. The post holder will take a strategic view to drive service improvement and efficiencies, plan and develop and implement key tools such as the Service Management system, and provide support for services to all users within the Trust.

Responsibilities

• Lead the ICT Service Support team, providing 1st and 2nd line support via a service desk and onsite technical support teams, planning tasks and managing “mini projects” to support users across multiple hospital sites.
• Investigate and resolve highly complex ICT issues and act as an escalation route for Informatics services, owning issues through to final resolution.
• Strategically plan and implement necessary tools, policies and procedures to deliver an effective support service at the standard expected by all customers and sites.
• Ensure teams provide advanced technical support remotely or face‑to‑face for PCs, mobile devices, printers and other IT equipment.
• Analyze, troubleshoot, and resolve complex technical issues within the Service Support team’s scope, serving as ICT subject matter experts.
• Set, review and uphold agreed service levels, technical standards, and policies.
• Lead support team members to enhance technical and site knowledge, identify continual improvement opportunities, and promote a strong team ethic, information flow, skill development, continuous learning and improvement.

Experience

• Experience in supporting or running a Service Management Tool and maturing processes within it.
• In-depth and significant experience troubleshooting basic network issues, software, mobile devices, and printing faults.
• Significant experience managing ICT teams, with strong people‑management skills and capability to undertake all HR activities including disciplinary, performance, grievance and sickness issues.
• Experience implementing changes to services such as rotas or system changes.

Essential Skills

• Ability to quickly analyze problems and interpret operational needs.
• Proficiency in producing metrics, analyzing information and generating regular reports on status, trend analysis and service improvement.
• Advanced interpersonal skills, excellent written and verbal communication, and ability to chair meetings and deliver presentations effectively.
• Excellent customer service skills, putting the customer at the heart of everything you do.

Essential Knowledge

• Advanced knowledge of Active Directory and Microsoft applications such as Office 365 and SharePoint.
• Advanced knowledge of networking, operating systems, licensing requirements, DHCP, IP addressing, Windows, thin‑client technology (e.g. Citrix, VMware VDI), client‑server application, printing, scanning, and anti‑virus/threat protection software.
• Educational background at degree level or equivalent combination of education, training and work experience.

We particularly welcome applications from Black, Asian and minority ethnic candidates as they are underrepresented within Barts Health at this band.

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