Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the IT Service Desk team, ensuring top-notch support and service improvement.
- Company: Bupa is a health partner focused on helping people live healthier lives.
- Benefits: Enjoy flexible working, 25 days holiday, health insurance, and performance bonuses.
- Why this job: Join a purpose-driven team making a real impact in healthcare with a supportive culture.
- Qualifications: Experience in IT Service Desk management and knowledge of ITIL and healthcare systems required.
- Other info: Bupa champions diversity and encourages applications from all backgrounds.
The predicted salary is between 59900 - 83960 £ per year.
Job Description:
IT Service Support Manager
Salary: From £59,900 DOE
Location: Hybrid working – Minimum 3 days per week at Cromwell Hospital SW5 0TU
Contract Type: Permanent
Shift Pattern: Full-time – 37.5 hours per week
We make health happen
At Bupa, we’re not just a health insurer – we’re a health partner. With no shareholders, our focus is always on our customers. We’re here to help people live longer, healthier, happier lives – and make a better world.
As an IT Service Support Manager , you will manage the Cromwell & Diagnostics centres IT Service Desk team, ensuring the delivery of high-quality, responsive, and customer-focused IT support services across the hospital. The role is critical in maintaining operational continuity, supporting clinical systems, and driving service improvement.
How you’ll help us make health happen:
- Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
- Monitor performance against SLAs and KPIs, and produce regular reports for leadership.
- Manage ticket queues, prioritization, and escalation processes.
- Lead, coach, and develop a team of service desk analysts and technicians.
- Conduct regular performance reviews and training plans to enhance technical and customer service capabilities.
- Act as the primary point of contact for IT support escalations from clinical, administrative, and executive teams.
- Collaborate with other IT teams (Infrastructure, Applications, Security) to ensure seamless support.
- Identify trends and recurring issues to drive root cause analysis and problem management.
- Implement service improvement initiatives, including automation and self-service tools.
- Ensure adherence to ITIL practices.
- Maintain documentation, asset records, and audit trails for compliance and reporting.
Key Skills / Qualifications needed for this role:
- Proven experience managing an IT Service Desk in a healthcare or enterprise environment.
- Strong understanding of ITIL framework and service management tools (ServiceNow).
- Excellent leadership, communication, and stakeholder management skills.
- Familiarity with clinical systems (e.g., EHR, PACS) and healthcare IT environments.
- ITIL Foundation or higher certification.
- Experience with NHS or private healthcare IT operations.
- Knowledge of cybersecurity and data protection regulations (e.g., GDPR, NHS DSPT).
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – mental, physical, financial, social, and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.
Joining Bupa, you will receive:
- 25 days holiday, increasing with length of service, with options to buy or sell
- Bupa health insurance as a benefit in kind
- An enhanced pension plan and life insurance
- Annual performance-based bonus
- Onsite gyms or local discounts where no onsite gym is available
- Various other benefits and online discounts
Why Bupa
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are driven by a common purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.
We encourage all our people to “Be you at Bupa”. We champion diversity and value our people representing the communities and customers we serve. We especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role.
We’ll ensure fair treatment and offer reasonable adjustments during our recruitment process. For information in an alternative format, please email:
Time Type: Full time
Job Area: IT
Location: Cromwell Hospital London
#J-18808-Ljbffr
IT Service Support Manager employer: Bupa
Contact Detail:
Bupa Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Support Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for this role. Understanding how to implement ITIL practices will not only help you in the interview but also demonstrate your commitment to service management excellence.
✨Tip Number 2
Highlight your experience in managing an IT Service Desk, especially in a healthcare setting. Be ready to discuss specific challenges you've faced and how you overcame them, as this will show your capability to handle the demands of the role.
✨Tip Number 3
Prepare to discuss your leadership style and how you develop team members. Bupa values coaching and development, so sharing examples of how you've successfully led teams will set you apart from other candidates.
✨Tip Number 4
Research Bupa's mission and values thoroughly. Being able to articulate how your personal values align with theirs will demonstrate your genuine interest in the company and its goals, making you a more attractive candidate.
We think you need these skills to ace IT Service Support Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the IT Service Support Manager position. Tailor your application to highlight relevant experience in managing IT service desks, particularly in healthcare settings.
Highlight Relevant Experience: In your CV and cover letter, emphasise your proven experience in managing an IT Service Desk, especially within a healthcare or enterprise environment. Mention specific tools like ServiceNow and your familiarity with clinical systems.
Showcase Leadership Skills: Since the role involves leading a team, make sure to provide examples of your leadership and coaching experience. Discuss how you've developed team members and improved service delivery in previous roles.
Demonstrate Knowledge of ITIL: Mention your understanding of the ITIL framework and any relevant certifications you hold. Provide examples of how you've implemented ITIL practices in past positions to enhance service management and operational efficiency.
How to prepare for a job interview at Bupa
✨Understand the ITIL Framework
Since the role requires a strong understanding of the ITIL framework, make sure you brush up on its principles and how they apply to service management. Be prepared to discuss your experience with ITIL practices and how you've implemented them in previous roles.
✨Showcase Leadership Skills
As an IT Service Support Manager, you'll be leading a team. Highlight your leadership experience by sharing specific examples of how you've coached and developed team members in the past. Discuss any performance reviews or training initiatives you've led.
✨Familiarise Yourself with Healthcare IT
Given the healthcare context, it's crucial to demonstrate your familiarity with clinical systems and healthcare IT environments. Research common systems like EHR and PACS, and be ready to explain how you've worked with these technologies before.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle escalations. Think of examples where you've successfully resolved incidents or improved service delivery, and be ready to discuss the outcomes.
