Digital User and Identity Technician | Manchester University NHS Foundation Trust

Manchester University NHS Foundation Trust; Wythenshawe; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading healthcare organization in Wythenshawe seeks an IT Support Specialist to manage access and identity for users across multiple sites. Key responsibilities include first point of contact support, managing Active Directory user accounts, conducting audits, and ensuring compliance with service level agreements. Candidates must have a strong background in customer-facing IT support and experience with service desk systems. Flexible working hours may be required.

Qualifications

• Experience in a customer‑facing IT infrastructure support role providing first‑and second‑line support with the PC client environment.
• Experience with Active Directory and managing internal systems.
• Experienced user of service desk systems and call distribution systems.
• Thrives under pressure and able to work flexibly, including some out‑of‑hours shifts.

Responsibilities

• Be the first point of contact for access and identity queries.
• Manage Active Directory user accounts and associated infrastructure.
• Support identity management operations across the organization.
• Conduct regular audits on access and identity.
• Monitor incidents against SLAs and manage user expectations.
• Identify trends in incidents for effective problem management.

Skills

Customer-facing IT infrastructure support

Active Directory management

Service desk systems

Ability to thrive under pressure

Job description

Role

As digital solutions roll out across MFT, effective IT support services become ever more important to delivering patient care. Confidentiality, security and control of access are particularly critical issues in a multi‑site clinical environment. A key member of the IT Support team, you’ll specialise in the ongoing operation, maintenance and review of user access privileges. This includes being the first point of contact for all queries, incidents, problems and requests relating to access and identity. You will also carry out regular audits. Account creations, shared Drive access, internal scripts, licence allocation and general access requests.

Key Responsibilities

• Be the first point of contact within Informatics for all queries, incidents, problems and requests relating to access and identity.
• Be responsible for the operational management of Active Directory user accounts, provision of file shares, email access, clinical systems access, computer accounts, and associated infrastructure from a multi‑site, multi‑domain forest.
• Support the role in identity management operations within the organisation where interfaces to other Identity systems, e.g. Electronic Staff Record.
• Responsible for the creation of shared resources, file shares, shared email, calendar access etc. Ensuring that the correct levels of access are granted.
• Responsible for carrying out regular audits on access and identity to ensure appropriate levels of access are maintained.
• Responsible for proactively de‑provisioning user accounts that are no longer in use.
• Monitor open calls against agreed SLAs (Service Level Agreements).
• Manage the user experience and their expectations by keeping them updated on the status of their service request or incident.
• Agree with the user whether the call can be closed and obtain feedback from users to support the department’s culture of continuous improvement.
• Identify trends in incidents to the Supervisor to implement effective problems management and escalated as appropriate.

Requirements / Skills & Knowledge

• Experience in a customer‑facing IT infrastructure support role providing first‑and second‑line support with the PC client environment.
• Experience with Active Directory and managing internal systems.
• Experienced user of service desk systems and call distribution systems.
• Thrives under pressure and able to work flexibly, including some out‑of‑hours shifts.

Legal / EEO Statement

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post.

Application

Please read the Job Description & Person Specification attachments and the Candidate Essentials Guide for detailed information. This advert closes on Tuesday 9 Dec 2025.