Service Support Manager - Direct User Support

NHS National Services Scotland; Paisley; On-site; GBP 40,000 - 50,000; Full time

Job summary

A prominent healthcare organization in Paisley seeks a Proactive Support Team Leader to manage a technical team and ensure quality IT services. This role requires leadership experience and a degree in a relevant IT field, with a strong focus on service delivery and team management. An ITIL qualification is highly desired. The position involves providing training and support across multiple sites, contributing to the improvement of IT operations in healthcare.

Qualifications

• Educated to degree level with relevant IT qualifications.
• Proven track record in an operational environment.
• Experience managing teams or projects.

Responsibilities

• Manage and develop the Proactive Support Team.
• Provide end user support services including training.
• Ensure quality services are delivered.

Skills

Leadership skills

Communication skills

Analytical skills

Technical skills

Organisational skills

Customer focus

Education

Degree level education with IT relevance

ITIL qualification

Job description

NHS Greater Glasgow and Clyde is one of the largest healthcare systems in the UK employing around 40,000 staff in a wide range of clinical and non-clinical professions and job roles. We deliver acute hospital, primary, community and mental health care services to a population of over 1.15 million and a wider population of 2.2 million when our regional and national services are included.

The shift pattern for this post is Monday to Friday 0900 to 1700

An exciting opportunity has arisen to join the Proactive Support Team within eHealth, Operations, NHSGGC as we seek to recruit to this post of Proactive Support Team Leader.

This post is required to manage and develop the Proactive Support Team ensuring that quality services are provided and workload is prioritised and delivered to agreed plans; to ensure efficient running of the applications; and provide end user support services, including training, facilitation and mentoring,

The role will also have the responsibility of ensuring that the development, design and technical solutions on ServiceNow platform to support current and ongoing development.

This post will be based at Westward House Paisley, Paisley but travelling to sites across GG&C is required.

Specifically:

• To directly manage members of staff comprising senior technical analysts, technical analysts and facilitators/trainers
• Provide excellent service across hardware, software, advice and training
• To ensure NHSGG&C have adequate technical skills to support current and future technologies.
• You should be educated to degree level with a relevant post-graduate standard or equivalent IT professional qualification with significant demonstrable IT Operational experience.
• You should be qualified in ITIL (Professional Best Practice Qualifications used in Technology Services).

You will be required to demonstrate leadership experience within an extensive highly developed operational environment, with evidence of successfully managing teams (directly or via matrix management) and extensive breadth of knowledge of the workings of the modern NHS in Scotland. Competencies including excellent team‑working and communication skills, written as well as verbal, leadership and organisational skills, commercial awareness, customer focus, analytical and planning skills; ability to present and engage at a high level managerial or clinical audience are required.

A proven track record of being able to work under pressure and using own initiative and to multi‑task and manage complex projects simultaneously is essential as is experience of working across organisational and/or professional boundaries and ability to communicate at all levels.

Informal contact: Kat Greig - Service Support Manager on 07534919457 or [e-mail]

Information for candidates

NHS Greater Glasgow and Clyde- NHS Scotland encourages applications from all sections of the community. We promote a culture of inclusion across the organisation and are proud of the diverse workforce we have.

Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We support applications from across the Armed Forces Community, recognisingmilitary skills, experience and qualifications during the recruitment and selection process.

Candidates should provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools, or other third‑party assistance to generate, draft, or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies. Failure to comply with this requirement may result in your application being withdrawn from the application process.

For application portal/log‑in issues, please contact Jobtrain support hub in the first instance.