IT Support Manager

ROHFT Careers; Birmingham; On-site; GBP 45,000 - 65,000; Full time

Job summary

The Royal Orthopaedic Hospital NHS Foundation Trust is seeking an IT Service Delivery Manager to oversee IT support across the Contact Centre and field-based Desktop Support teams. This role focuses on delivering high-quality user support and coordinating IT services across multiple teams.

You will drive ITIL-aligned practices, manage incidents to meet SLAs, and guide project teams on IT improvements, including knowledge base development and automation initiatives.

Qualifications

• Experience implementing ITIL processes and managing IT service delivery.
• Ability to improve incident handling and automate support workflows.
• Proven track record of meeting SLAs and delivering user-focused IT support.

Responsibilities

• Oversee IT support across Contact Centre and field Desktop Support teams.
• Implement Problem Management and automate manual processes.
• Develop and publish training materials and knowledge base.

Skills

ITIL

Incident Management

Service Desk

Automation

Knowledge Base

Stakeholder mgmt

Education

IT degree or equivalent

Tools

ITSM tools

Knowledge base

Job description

The post holder will be responsible for overseeing and coordinating the delivery of IT support services across both the Contact Centre and field-based Desktop Support teams, ensuring a consistent, high-quality service for all users. This includes supporting both existing and emerging IT services and providing technical guidance to project teams where required. The role will lead and support the team to deliver excellent customer service and ensure the timely resolution of technical issues.

• Implement a Problem Management discipline across the more troublesome incidents.
• Review all support related manual processes and automate as many as possible for efficiency.
• Create and implement new working practices and procedures to meet ITIL standards
• Evaluate existing working practices and procedures to meet ITIL standards.
• Observe and oversee both internal and external SLAs.
• Ensure full incident information is logged into the incident management system following laid down procedures.
• Constantly monitor all incidents and respond according to agreed SLAs. Due to the unpredictable and changing nature of Service Desk incidents, constantly assess and re-prioritise work plans of the team, also considering recurring departmental tasks.
• Use efficiency gains to free up staff time to support Infrastructure, network and project teams.
• Maximise use of remote technologies for assisting users.
• Develop and publish knowledge base for common IT problems to assist users.
• Manage the commissioning and decommissioning process of all IT equipment.
• Develop and publish training materials to help reduce incidents being raised.
• Co-ordinate weekly statistics on team performance for monthly management review.
• Regularly review procedures and policies and propose changes
• Produce monthly and weekly plans for support staff to ensure all known, recurring activities are completed within deadlines.
• Seek regular feedback from users to assess helpdesk performance and address any identified weaknesses.

The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.

Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.

The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.

We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.

The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.

If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.

For further details / informal visits contact: Name: Sheetal Pathak Job title: Deputy Head of Service Delivery Email address: [e-mail] Telephone number: 01218273830