IT Support Manager
The Royal Orthopaedic Hospital NHS Foundation Trust
Birmingham, B31 2APView on map(opens Google Maps in a new tab)
Salary
£39,959 to £48,117
Contract
Permanent
Hours
Not specified
Closing date
27 October 2026
7 days leftJob description
The post holder will be responsible for overseeing and coordinating the delivery of IT support services across both the Contact Centre and field-based...
- Implement a Problem Management discipline across the more troublesome incidents.
- Review all support related manual processes and automate as many as possible for efficiency.
- Create and implement new working practices and procedures to meet ITILstandards
- Evaluate existing working practices and procedures to meet ITIL standards.
- Observe and oversee both internal and external SLAs.
- Ensure full incident information is logged into the incident management system following laid down procedures.
- Constantly monitor all incidents and respond according to agreed SLAs. Due to the unpredictable and changing nature of Service Desk incidents, constantly assess and re-prioritise work plans of the team, also considering recurring departmental tasks.
- Use efficiency gains to free up staff time to support Infrastructure, networkand project teams.
- Maximise use of remote technologies for assisting users.
- Develop and publish knowledge base for common IT problems to assist users.
- Manage the commissioning and decommissioning process of all ITequipment.
- Develop and publish training materials to help reduce incidents being raised.
- Co-ordinate weekly statistics on team performance for monthly management review.
- Regularly review procedures and policies and propose changes
- Produce monthly and weekly plans for support staff to ensure all known, recurring activities are completed within deadlines.
- Seek regular feedback from users to assess helpdesk performance and address any identified weaknesses.
Please see attached JD/PS
Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.
The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.
Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.
The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.
We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.
The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.
If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.
Qualifications
Essential
- GCSE in Maths and English
- 3 A-Levels Degree or equivalent IT or equivalent knowledge acquired by experience
- ITIL foundation qualification or equivalent knowledge acquired by experience
Desirable: - Evidence of continued professional development (CPD)
Experience
Essential
- Proven specific experience of working in an environment supporting a diverse range of IT users in a telephony and face-to-face role
- Good management experience in contact centre environment
Desirable: - Experience working within an NHS or healthcare environment
Knowledge
Essential: - In-depth knowledge of a range of server and networking technologies; - Understanding of Information Governance, data protection, and IT security principles
Desirable: - Knowledge of ITIL principles and best practice
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
13 October 2026
Last checked
15 October 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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