ICT-Service Support Manager

About Barts Health NHS Trust

Barts Health NHS Trust is one of the largest acute NHS Trusts in England, comprising six hospitals and other sites with a wide range of specialist services. We have three tier‑1 EDs, the largest trauma centre in London, a pathology service supporting hospitals and GPs across East London, and many community services.

Key Responsibilities

• Lead the ICT Service Support, delivering 1st and 2nd line support via a service desk and onsite technical support teams; plan tasks and manage ‘mini projects’ for over 24,000 users across 5 main hospital sites, operating 24/7/365, plus additional clinical and administrative sites.
• Take a strategic view to drive service improvement and efficiencies, including implementation of tools such as a Service Management system.
• Investigate and resolve highly complex ICT issues, acting as the escalation route for Informatics services and owning them through to final resolution.
• Strategically plan and implement necessary tools, policies and procedures to maintain an effective support service at the expected standard for all customers and sites.
• Ensure teams deliver advanced technical support to end users remotely or face‑to‑face, resolving issues with PCs, mobile devices, printers and other IT equipment.
• Analyse, troubleshoot and resolve all complex technical issues within the Service Support scope, serving as an ICT subject‑matter expert.
• Set, review and uphold agreed service levels, technical standards and policies.
• Lead support team members to grow their technical and site knowledge, fostering continual improvement, team ethic, values, information flow, skill development and continuous learning.
• Provide support remotely and in person, acting as the face of ICT across the Trust.

Equal Opportunities

We are an Equal Opportunities Employer and actively support applications from individuals applying under the Guaranteed Interview Scheme. Barts Health welcomes applications from Black, Asian and minority ethnic candidates as they are underrepresented within the Trust. We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications has been received.

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