Support Manager

JR United Kingdom; Birmingham; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading healthcare software provider seeks a Support Manager to enhance customer experience by managing support teams for critical applications. The role involves leadership, process improvements, and ensuring compliance with service standards while maintaining strong NHS customer relationships.

Qualifications

• Proven experience managing application support teams in a complex, fast-paced environment.
• Strong background in ITIL frameworks, ideally with certification.
• Experience working with or supporting NHS or healthcare customers.

Responsibilities

• Lead and mentor Managers/Leaders across various support functions.
• Act as the escalation point for complex incidents and problem resolution.
• Champion ITIL-aligned processes including incident and change management.

Skills

Leadership

Problem Management

Incident Management

ITIL Framework

Customer Relationship Management

Education

ITIL Certification

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