IT Support Manager

The post holder will be responsible for overseeing and coordinating the delivery of IT support services across both the Contact Centre and field-based Desktop Support teams, ensuring a consistent, high-quality service for all users. This includes supporting both existing and emerging IT services and providing technical guidance to project teams where required. The role will lead and support the team to deliver excellent customer service and ensure the timely resolution of technicalissues.

Main duties of the job

• 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.

About us

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.

Details

Date posted

13 October 2026

Pay scheme

Agenda for change

Band

Band 6

Salary

£39,959 to £48,117 a year

per annum, pro rata if part-time.

Contract

Permanent

Working pattern

Full-time

Reference number

303-8308791

Job locations

The Royal Orthopaedic Hospital NHS Foundation Trust

Bristol Road South

Birmingham

B31 2AP

United Kingdom

Job responsibilities

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.

Job responsibilities

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.

Person Specification

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

Person Specification

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

The Royal Orthopaedic Hospital NHS Foundation Trust

Address

The Royal Orthopaedic Hospital NHS Foundation Trust

Bristol Road South

Birmingham

B31 2AP

United Kingdom

Employer's website

https://www.roh.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

The Royal Orthopaedic Hospital NHS Foundation Trust

Address

The Royal Orthopaedic Hospital NHS Foundation Trust

Bristol Road South

Birmingham

B31 2AP

United Kingdom

Employer's website

https://www.roh.nhs.uk/ (Opens in a new tab)

Job responsibilities

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.

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