Service Support Manager - Direct User Support

NHS Scotland; Glasgow; On-site; CAD 79,000 - 98,000; Full time

Benefits offered by this job

Hybrid working

NHS pension scheme

Professional development

Employee assistance

Job summary

NHS Greater Glasgow and Clyde Digital Services is seeking an experienced, service‑focused Support Team Lead to lead training and direct user support across a wide range of digital systems and enterprise applications.

This leadership role will manage a multidisciplinary team, ensuring services are responsive, accessible and aligned to priorities, transformation programmes and user needs, while shaping support for how services work in practice.

Qualifications

• Experience leading teams in a complex service, training or digital support environment.
• Experience planning, delivering and evaluating digital systems training.
• Strong understanding of user support, service delivery, adoption and improvement.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and develop a team delivering training, direct user support and digital adoption.
• Oversee training for enterprise applications and Microsoft technologies.
• Develop training strategies and delivery plans for classroom and digital learning.
• Work with services to understand training needs and user requirements.
• Lead service engagement to improve user experience and adoption.
• Monitor workload, resources, performance and service outcomes.
• Support new systems by ensuring training and guidance are in place.
• Promote continuous improvement, digital confidence and innovation in learning and support.
• Keep training materials and processes current and governance aligned.

Skills

Team leadership

Training delivery

Digital adoption

Microsoft technologies

Stakeholder engagement

Job description

NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non‑clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included.

Support Team Lead – Digital Services

• Directorate: Digital Services
• Department / Service: Operations / Direct User Support
• Grade: Agenda for Change Band 7
• Hours: Full time, 36 hours per week
• Location: tbc
• Contract: Permanent

About The Role

NHS Greater Glasgow and Clyde Digital Services is seeking an experienced, service‑focused Support Team Lead to lead training and direct user support across a wide range of digital systems and enterprise applications.

This leadership role will manage a multidisciplinary support and training team, ensuring services are responsive, accessible and aligned to organisational priorities, transformation programmes and user needs. It will also lead proactive service engagement, working with teams to understand demand, identify improvements and shape support around how services work in practice.

Digital Health and Care Strategy – Digital on Demand

NHSGGC’s Digital Health and Care Strategy, Digital on Demand 2023–2028, sets out how digital technology, data and innovation will improve access, quality, safety and efficiency across health and care services.

Key priorities include digital health and care records, remote and virtual care, safer medicines, decision support, citizen access, modern infrastructure, cyber resilience and workforce digital skills, aligned to wider transformation plans.

The Support Team Lead will help turn this strategy into practical delivery by ensuring staff have the training, guidance and support needed to use digital tools safely and effectively.

What You’ll Do

• Lead and develop a team delivering training, direct user support and digital adoption.
• Oversee training for enterprise applications, Microsoft technologies and digital tools.
• Develop training strategies, resources and delivery plans for classroom and digital learning.
• Work with services to understand training needs, priorities and user requirements.
• Lead service engagement to build relationships, improve user experience and support adoption.
• Monitor workload, resources, performance and service outcomes.
• Support new systems by ensuring training, guidance and support are in place.
• Promote continuous improvement, digital confidence and innovation in learning and support.
• Keep training materials and support processes current, accessible and governance aligned.

What You’ll Bring

• Experience leading teams in a complex service, training or digital support environment.
• Experience planning, delivering and evaluating digital systems training.
• Strong understanding of user support, service delivery, adoption and improvement.
• Excellent communication, stakeholder engagement and relationship management skills.
• Ability to manage priorities, resources and customer service standards.
• Experience developing clear learning materials, guidance and support processes.
• Collaborative leadership style with a focus on staff development and confidence.
• Knowledge of NHS, public sector or large-scale digital services is desirable.

Why Join Us

NHS Greater Glasgow and Clyde has the largest Digital Services department in NHS Scotland and plays a key role in supporting safe, effective and modern health and care. This role offers the opportunity to improve digital confidence and support transformation at scale.

What We Offer

• Opportunity to contribute to digital transformation across one of the UK’s largest NHS organisations
• Flexible and hybrid working opportunities
• NHS pension scheme and employee benefits
• Ongoing professional development and learning opportunities
• Supportive and collaborative working environment

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities.

AI tools like ChatGPT or Copilot can be great for planning and preparing your application, but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip:

Think of AI as a helper, not a substitute. We want to understand you, not an AI tool.

NHS Greater Glasgow and Clyde (NHSGGC) recognises the importance of work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full‑time hours can be accommodated, and where the tenure is listed as “various”, we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process.

NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ.

By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process.

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