IT Support Manager

NHS; Bristol; On-site; GBP 60,000 - 80,000; Full time

Job summary

A compassionate healthcare organization located in Bristol is seeking an IT Support Manager to establish and manage the IT support function. You will oversee day-to-day service desk operations and lead a customer-focused IT support team. The ideal candidate will have strong knowledge of Microsoft 365 and experience managing IT support/service desk functions. This role is crucial for ensuring that technology issues are handled efficiently, supporting high-quality care delivery. Competitive benefits and a supportive team environment are part of this position.

Benefits

Opportunity to impact IT services

Qualifications

• Experience overseeing ticket workflows and SLAs.
• Hands-on technical support experience (1st/2nd line).
• Experience working with an MSP or external suppliers.

Responsibilities

• Lead and manage the IT Support Team.
• Act as the primary escalation point for technical issues.
• Coordinate with the MSP for escalated tickets.

Skills

IT related degree or equivalent experience

Experience managing IT support/service desk

Strong knowledge of Microsoft 365

Excellent communication skills

Strong customer service ethos

Education

ITIL Foundation or similar certification

Project management (Prince 2 Foundation or similar)

Tools

Microsoft 365

Windows 10/11

Intune

Job description

Job summary

This role will be responsible for establishing and managing the day‑to‑day IT support function, including recruiting and developing the support team, implementing and owning the IT service desk system, and defining the processes that underpin an excellent support experience. Working closely with clinical teams, income generation, support services and external suppliers, the IT Support Manager will ensure technology issues are resolved efficiently and sensitively, supporting safe and effective care delivery. The role combines strong leadership with a practical, hands‑on approach and offers the opportunity to make a lasting impact on how IT services support the hospice work.

Main duties of the job

To lead and manage the in‑house IT Support Team, ensuring the delivery of a high‑quality, customer‑focused technology support service across St Peters Hospice. Reporting to the Head of IT, the role oversees day‑to‑day service desk operations, ticket management, and the effective resolution of incidents and requests. The IT Support Manager acts as the primary escalation point for technical issues, coordinating closely with the Managed Service Provider (MSP) and other suppliers. The postholder will drive continual service improvement, support the implementation of new systems and equipment, and occasionally provide hands‑on technical support to maintain smooth operations across clinical, retail, and support service environments.

About us

We’ve spent over 40 years helping people die in peace, and with dignity. Combining compassion with clinical expertise, we provide patients with the best possible care at the end of their lives. We’re here for the people around our patients too those closest to them. Before, during and after a bereavement, we provide support that’s remembered forever. We think its that unforgettable support that inspires people to give back to St Peters. To fundraise for us. Donate. Volunteer. We really can’t thank them enough. We want to help many more people to die well, and we’re doing this by teaching others. As a centre of educational excellence, we share our skills with other health professionals, helping the NHS and care homes to provide better end‑of‑life care. We’re here for all, for free, forever.

Job responsibilities

• Direct line management of the IT Support Team, ensuring a supportive, customer‑focused approach.
• Manage day‑to‑day workload, ticket assignment, site visit planning, leave coordination, and performance reviews.
• Ensure the team follows agreed support processes, documentation standards, and escalation procedures.
• Oversee service desk operations and ensure timely resolution of incidents and service requests.
• Act as the escalation point for more complex or high‑priority issues.
• Provide hands‑on support where required, particularly during incidents, peaks in demand, or staff absence.
• Own the service desk platform and its design including workflows, categorisation, automation rules, reporting, and user access.
• Maintain accurate and up‑to‑date asset records, inventories, and configuration information.
• Define and oversee common processes such as new user onboarding, device deployment, support escalation, and related service workflows.
• Coordinate with the MSP to ensure escalated tickets are resolved promptly and within SLAs.
• Escalate service issues to suppliers where needed and support the Head of IT in supplier management.
• Liaise with third‑party providers for telephony, networking, mobile devices, clinical applications, and retail systems.
• Use ticketing data to identify trends, recurring issues, training needs, and opportunities for service improvement.
• Produce regular performance reports for the Head of IT and executives, including KPIs and service desk insights.
• Own the IT knowledgebase and contribute to the creation and maintenance of support documentation, SOPs, and guides.
• Support the delivery of IT projects, system updates, rollouts, and new technology implementations.
• Maintain an awareness of hospice initiatives and projects, ensuring IT support is prioritised appropriately.
• Establish and maintain appropriate stock levels of IT equipment to meet ad‑hoc requests, purchasing from preferred suppliers as required.
• Travel to hospice sites as required, including occasional evening/weekend work for major incidents or planned upgrades.

Person Specification – Qualifications and Experience

• IT related degree or equivalent experience;
• ITIL Foundation or similar certification (desirable);
• Project management (Prince 2 Foundation or similar) (desirable).
• Experience managing or supervising an IT support/service desk function;
• Experience overseeing ticket workflows and SLAs;
• Hands‑on technical support experience (1st/2nd line);
• Experience working with an MSP or external suppliers;
• Strong knowledge of Microsoft 365, Azure AD, Windows 10/11;
• Understanding of networking fundamentals and troubleshooting;
• Experience in clinical, healthcare, charity, or multi‑site environments (desirable);
• Experience supporting retail or point‑of‑sale systems (desirable);
• Experience with device deployment and management (e.g. Intune) (desirable);
• Experience supporting mobile devices and telephony systems (desirable);
• Ability to lead, motivate, and develop a small technical team;
• Strong organisational and prioritisation skills;
• Experience managing performance and team workload;
• Excellent communication skills, able to explain technical issues clearly;
• Strong customer service ethos and empathy, especially in clinical settings;
• Experience improving service desk processes or implementing new workflows (desirable);
• An understanding and empathy for the work of the hospice;
• Driving licence and own transport.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

St Peter’s Hospice
Charlton Road
Bristol
Somerset
BS10 6NL

Employer website

https://www.stpetershospice.org.uk