IT and Systems Support Lead

BroadBean; Winsley; Hybrid; GBP 41,000 - 48,000; Full time

Benefits offered by this job

25 days + BH

Training and development

Pension with Life Assurance

Staff discount across stores

60p per mile for work travel

Mindful Employer Plus Charter

Job summary

Dorothy House Hospice Care is seeking an IT and Systems Support Lead to drive the delivery of high‑quality IT support services across the organisation. You will lead the team, manage the MSP and external partners, and ensure systems are secure, reliable and future‑proof.

The role focuses on IT service management, cybersecurity and continuous improvement, with hybrid working options (3 days in office, 2 days from home).

Qualifications

• Degree or equivalent in business/IT.
• Experience leading a support team including knowledge of ITIL methodologies and best practice.
• Demonstrable experience managing internal and external relationships and contracts.
• Experience supporting or leading the support of a variety of corporate systems e.g. CRM, Incident Management, Clinical, Finance, HR.
• Demonstrable knowledge of Information Security, Cyber and Data Protection practices.
• Flexible problem-solving approach with ability to define recommendations and drive solutions.

Responsibilities

• Lead and develop the IT and Systems Support function, ensuring excellent service delivery across the organisation.
• Manage relationships with our Managed Service Provider and external technology partners.
• Act as escalation point for major incidents, service issues and technical challenges.
• Oversee IT service performance, cyber security, business continuity and disaster recovery arrangements.
• Drive continuous improvement across IT support processes, systems and user experience.
• Provide governance and oversight of incidents, problems, changes, software licensing and technical standards.
• Act as Dorothy House's Information Security Officer.
• Support digital transformation projects and the wider Digital Strategy.

Skills

ITIL knowledge

People leadership

Vendor management

CRM/Finance/HR systems

Information Security

Problem solving

Education

Degree in business or IT

Tools

SystmOne

Job description

IT AND SYSTEMS SUPPORT LEAD | £41,000 - £48,000 per annum

Full Time: Working 37.5 hours per week (we would also consider candidates looking for 30 hours per week).

Location: Winsley, Wiltshire (Hybrid working available - 3 days office based, 2 days working from home)

WHY THIS ROLE?

This is a fantastic opportunity for someone who enjoys combining technical expertise, vendor management, service improvement and people leadership. You will lead the day-to-day delivery of IT and systems support, manage relationships with our Managed Service Provider and external suppliers, and play a key role in driving digital transformation across Dorothy House.

At Dorothy House Hospice Care, technology plays a critical role in enabling our clinicians, retail teams, fundraisers and support services to deliver exceptional care and support to our community. As our IT and Systems Support Lead, you will be responsible for leading the delivery of high-quality IT support services, ensuring our systems are reliable, secure and fit for the future.

If you are passionate about IT service management, cyber security, digital innovation and delivering excellent customer experiences, we would love to hear from you!

ABOUT THE BENEFITS

• 25 days plus bank holidays, increasing with length of service. Plus, the additional ability to buy or sell up to 5 days holiday each year!
• Excellent training and development from day one, to support and grow you through your career!
• Pension with Life Assurance.
• Colleague discount across our 30 retail stores.
• 55p per mile for work travel.
• Mindful Employer Plus Charter - supporting our colleagues with access to impartial, confidential advice when you need it most.

WHAT WILL THE ROLE INVOLVE?

• Leading and developing the IT and Systems Support function, ensuring excellent service delivery across the organisation
• Managing relationships with our Managed Service Provider and external technology partners
• Acting as the escalation point for major incidents, service issues and technical challenges
• Overseeing IT service performance, cyber security, business continuity and disaster recovery arrangements
• Driving continuous improvement across IT support processes, systems and user experience
• Providing governance and oversight of incidents, problems, changes, software licensing and technical standards
• Acting as Dorothy House's Information Security Officer
• Supporting digital transformation projects and the wider Digital Strategy

ABOUT YOU

Essential requirements:

• A degree or equivalent in a business/IT related discipline together with experience in a similar role
• Experience in managing and leading a support team including simple knowledge of ITIL methodologies and best practise
• Demonstrable experience of managing internal and external relationships and contracts
• Experience supporting or leading the support of a variety of corporate systems e.g. CRM, Incident Management, Clinical, Finance, HR
• Demonstratable knowledge of Information Security, Cyber and Data Protection practises
• Demonstrates as flexible approach to problem solving with experience defining recommendations and driving solutions

Desirable requirements:

• Experience of IT budget management and supplier negotiations
• Experience of project management or continuous improvement methodologies
• Knowledge and experience using SystmOne

INTERVIEWS

Interviews for this role will be aimed to be held at the end of November to early December.