Support Manager

JR United Kingdom; Gloucester; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global healthcare software provider is seeking a Support Manager in Gloucester to lead teams supporting critical healthcare applications. The role includes driving service improvements, managing incidents, and ensuring effective customer support for NHS clients through ITIL best practices.

Qualifications

• Proven experience managing application support teams in complex environments.
• Strong background in ITIL frameworks.
• Experience supporting NHS or healthcare customers.

Responsibilities

• Manage and mentor support teams to resolve incidents effectively.
• Champion ITIL-aligned processes for incident, problem, and change management.
• Ensure customer service levels are maintained for NHS clients.

Skills

Leadership

Incident Management

Problem Management

Continuous Improvement

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