Support Manager

JR United Kingdom; Cardiff; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading healthcare software provider is seeking a Support Manager to lead a team dedicated to supporting critical applications for NHS clients. This role involves hands-on leadership, focusing on timely incident resolution and continuous improvement in service delivery. Ideal candidates will have a strong background in ITIL frameworks and experience in healthcare environments.

Qualifications

• Experience managing application support teams in a fast-paced environment.
• Strong background in ITIL frameworks.
• Experience working with NHS or healthcare customers.

Responsibilities

• Lead and mentor 1st/2nd/3rd line support teams.
• Act as the escalation point for complex incident resolution.
• Champion ITIL-aligned processes including incident and problem management.

Skills

Leadership

Problem Management

Incident Management

ITIL Frameworks

Customer Service

Education

ITIL Certification

Job description

Social network you want to login/join with:

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