Support Manager

JR United Kingdom; Basildon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading healthcare software provider is seeking a Support Manager to lead a high-performing team that supports critical healthcare applications. This role involves managing support operations, ensuring timely incident resolution, and driving improvements aligned with ITIL best practices, while fostering relationships with NHS customers.

Qualifications

• Proven experience managing application support teams.
• Strong background in ITIL frameworks, ideally certified.
• Experience working with or supporting NHS or healthcare customers.

Responsibilities

• Lead and mentor Managers/Leaders in support teams.
• Champion ITIL-aligned processes including incident and problem management.
• Ensure strong relationships with NHS customers and meet SLAs/OLAs.

Skills

ITIL framework

Team management

Problem management

Incident management

Customer relationship management

Job description

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We are proud to be working in partnership with a global healthcare software provider, renowned for delivering cutting-edge clinical solutions that directly support the NHS and healthcare organisations worldwide.

As part of their continued investment in customer experience and operational excellence, we’re seeking an Support Manager to lead and develop a high-performing team that supports a range of mission-critical healthcare applications.

The Role

This is a hands-on leadership position where you’ll be responsible for managing managers and subsequent support teams ensuring timely and effective resolution of incidents and problems, and delivering outstanding service to NHS customers.

You’ll drive continuous improvement across support operations, bring structure through ITIL best practices, and work closely with internal stakeholders to ensure alignment between support, development, and service delivery teams.

Key Responsibilities

• Lead and mentor Managers/Leaders (including 1st/2nd/3rd line/Problem Management functions)
• Act as the escalation point for complex incidents and problem resolution
• Champion ITIL-aligned processes including incident, problem, and change management
• Maintain strong relationships with NHS customers and ensure SLAs/OLAs are consistently met
• Collaborate on service improvements and root cause analysis for recurring issues
• Support the wider organisation through transition planning and knowledge management

About You

To succeed in this role, you’ll bring:

• Proven experience managing application support teams in a complex, fast-paced environment
• A strong background in ITIL frameworks, ideally with certification
• Experience working with or supporting NHS or healthcare customers
• Demonstrated success in problem and incident management leadership
• A passion for improving healthcare through technology