IT Service Support Manager

Bupa; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A healthcare insurer in London seeks an IT Service Support Manager to lead the IT Service Desk team. Responsibilities include overseeing operations, managing staff, and ensuring high-quality IT support services. The ideal candidate will have substantial experience in IT Service Desk management, strong ITIL understanding, and familiarity with healthcare IT environments. Benefits include health insurance, enhanced pension plan, and a flexible working policy.

Benefits

25 days holiday

Bupa health insurance

Enhanced pension plan

Annual performance-based bonus

Onsite gyms or local discounts

Qualifications

• Proven experience managing an IT Service Desk in a healthcare or enterprise environment.
• Strong understanding of ITIL framework and service management tools (ServiceNow).
• Familiarity with clinical systems (e.g., EHR, PACS) and healthcare IT environments.
• Experience with NHS or private healthcare IT operations.
• Knowledge of cybersecurity and data protection regulations (e.g., GDPR, NHS DSPT).

Responsibilities

• Oversee day-to-day operations of the IT Service Desk.
• Monitor performance against SLAs and KPIs.
• Manage ticket queues, prioritization, and escalation processes.
• Lead, coach, and develop a team of service desk analysts.
• Identify trends and recurring issues to drive root cause analysis.

Skills

IT Service Desk management

ITIL framework knowledge

Leadership skills

Communication skills

Stakeholder management

Education

ITIL Foundation or higher certification

Tools

ServiceNow

Job description

Job Description:

IT Service Support Manager

Salary: From £59,900 DOE

Location: Hybrid working – Minimum 3 days per week at Cromwell Hospital SW5 0TU

Contract Type: Permanent

Shift Pattern: Full-time – 37.5 hours per week

We make health happen

At Bupa, we’re not just a health insurer – we’re a health partner. With no shareholders, our focus is always on our customers. We’re here to help people live longer, healthier, happier lives – and make a better world.

As an IT Service Support Manager, you will manage the Cromwell & Diagnostics centres IT Service Desk team, ensuring the delivery of high-quality, responsive, and customer-focused IT support services across the hospital. The role is critical in maintaining operational continuity, supporting clinical systems, and driving service improvement.

How you’ll help us make health happen:

• Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
• Monitor performance against SLAs and KPIs, and produce regular reports for leadership.
• Manage ticket queues, prioritization, and escalation processes.
• Lead, coach, and develop a team of service desk analysts and technicians.
• Conduct regular performance reviews and training plans to enhance technical and customer service capabilities.
• Act as the primary point of contact for IT support escalations from clinical, administrative, and executive teams.
• Collaborate with other IT teams (Infrastructure, Applications, Security) to ensure seamless support.
• Identify trends and recurring issues to drive root cause analysis and problem management.
• Implement service improvement initiatives, including automation and self-service tools.
• Ensure adherence to ITIL practices.
• Maintain documentation, asset records, and audit trails for compliance and reporting.

Key Skills / Qualifications needed for this role:

• Proven experience managing an IT Service Desk in a healthcare or enterprise environment.
• Strong understanding of ITIL framework and service management tools (ServiceNow).
• Excellent leadership, communication, and stakeholder management skills.
• Familiarity with clinical systems (e.g., EHR, PACS) and healthcare IT environments.
• ITIL Foundation or higher certification.
• Experience with NHS or private healthcare IT operations.
• Knowledge of cybersecurity and data protection regulations (e.g., GDPR, NHS DSPT).

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – mental, physical, financial, social, and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.

Joining Bupa, you will receive:

• 25 days holiday, increasing with length of service, with options to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym is available
• Various other benefits and online discounts

Why Bupa

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are driven by a common purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our people to “Be you at Bupa”. We champion diversity and value our people representing the communities and customers we serve. We especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role.

We’ll ensure fair treatment and offer reasonable adjustments during our recruitment process. For information in an alternative format, please email: [e-mail]

Time Type: Full time

Job Area: IT

Location: Cromwell Hospital London