ICT-Service Support Manager

Barts Health NHS Trust is one of the largest acute NHS Trusts in England, spanning six hospitals and other sites, including three tier‑1 EDs and the largest trauma centre in London.

Role Overview

The IT Manager will lead a Service Delivery team, using an ITIL framework to resolve complex technical issues and drive service improvement across the Trust.

Key Responsibilities

• Lead the ICT Service Support providing 1st/2nd line support via service desk and onsite teams for over 24,000 users across five main hospital sites.
• Investigate a range of highly complex ICT issues and act as the escalation route, owning problems through to final resolution.
• Plan, develop and implement key tools, policies and procedures, ensuring service management systems are fit for purpose and mature.
• Ensure teams deliver highly advanced technical support remotely or face‑to‑face, resolving issues with PCs, mobile devices, printers and other equipment.
• Set, review and uphold agreed service levels, technical standards and policies.
• Lead support team members to enhance their technical and site knowledge, delivering continual improvement and maintaining a strong team ethic.

Qualifications

While specific qualifications were not listed, candidates should have extensive experience in IT management, ITIL, and leading technical support teams.

Equal Opportunity

We particularly welcome applications from Black, Asian and minority ethnic candidates. We are committed to an inclusive working environment for all staff.

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