IT Support Manager

The Royal Orthopaedic Hospital NHS Foundation Trust; Birmingham; On-site; GBP 40,000 - 48,000; Full time

Job summary

The Royal Orthopaedic Hospital NHS Foundation Trust in Birmingham is seeking an IT Support Manager (NHS AfC Band 6) to oversee and coordinate IT support services across the Contact Centre and desktop support teams. You will provide technical guidance to project teams and drive high-quality customer service and timely incident resolution.

Key duties include implementing ITIL-aligned processes, managing incident handling, and developing knowledge to reduce incidents.

Qualifications

• GCSE in Maths and English.
• 3 A-Levels Degree or equivalent IT or equivalent knowledge.
• ITIL foundation qualification or equivalent knowledge.
• Evidence of continued professional development (CPD).

Responsibilities

• Oversee and coordinate the delivery of IT support services across the Contact Centre and field-based Desktop Support teams.
• Provide technical guidance to project teams and ensure timely resolution of issues.
• Lead and support the team to deliver high quality customer service in accordance with ITIL standards.

Education

GCSE in Maths and English

3 A-Levels Degree or equivalent IT or equivalent knowledge

ITIL foundation qualification or equivalent knowledge

Evidence of continued professional development (CPD)

Job description

Employer The Royal Orthopaedic Hospital NHS Foundation Trust Employer type NHS Site The Royal Orthopaedic Hospital NHS Foundation Trust Town Birmingham Salary £39,959 - £48,117 per annum, pro rata if part-time. Salary period Yearly Closing 27/10/2026 23:59

IT Support Manager

NHS AfC: Band 6

Job overview

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.

Main duties of the job

• 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 ITILstandards
• 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, networkand 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.

Working for our organisation

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.

Detailed job description and main responsibilities

Please see attached JD/PS

Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.

Person specification

Qualifications

• GCSE in Maths and English
• 3 A-Levels Degree or equivalent IT or equivalent knowledge acquired by experience
• ITIL foundation qualification or equivalent knowledge acquired by experience
• Evidence of continued professional development (CPD)

Experience

• Proven specific experience of working in an environment supporting a diverse range of IT users in a telephony and face-to-face role
• Experience working within an NHS or healthcare environment

Knowledge

• In-depth knowledge of a range of server and networking technologies
• Understanding of Information Governance, data protection, and IT security principles
• Knowledge of ITIL principles and best practice

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.