At a Glance
- Tasks: Lead a dynamic team providing top-notch IT support in a fast-paced environment.
- Company: Join a leading healthcare IT service provider committed to excellence.
- Benefits: Enjoy 28 days annual leave, pension schemes, and health care plans.
- Other info: Great opportunities for professional development and career growth.
- Why this job: Make a real difference in healthcare by enhancing IT support services.
- Qualifications: GCSEs in English and Maths, knowledge of Linux and SQL preferred.
The predicted salary is between 37338 - 44962 £ per year.
Main Purpose of Job
The Support Manager heads up and manages a collaborative team of 1st and 2nd Line Support Desk operatives within the Service Centre Group, which operates in an ITIL environment to meet the GPSoC, NHS Wales, private practice and Channel Islands service agreements to deliver an excellent customer experience. The post holder is responsible for incident management, problem management and part of the change management release group. The post holder will ensure that SLAs and team KPIs are met whilst ensuring the day-to-day coaching, training, and support of the team on a continual basis. The post holder will be responsible for the staffs’ professional development, and is also expected to handle standard line management issues, such as performance management and disciplinary issues where appropriate. An important part of this role will be to work closely with the Senior Management Team in the delivery of continual software development in line with customer requirements.
Key Tasks
- Adhere to GPSoC, NHS Wales, private practice and Channel Islands support guidelines.
- Management of the Support Teams following strict Service Desk guidelines, protocols and procedures to ensure each incident is dealt with appropriately and efficiently.
- Provide the user with effective, fast and responsive technical support, information, diagnosis and requests for service within service agreement guidelines of the customer base.
- Be responsible for the overall management and the professional development of the Support Team. Work with KPIs for the critical success factors for the service, and develop team and individual targets.
- Remain aware of service delivery issues and to plan proactively to minimise workload pressures. Develop rotas and team processes for sickness, annual leave etc.
- Responsible for generating KPI reports in line with service agreements which require analysis, interpretation, and comparison of a range of options. Reports will be presented to external stakeholders and senior staff within the Service Centre.
- Engage and collaborate effectively by building relationships with other workstream leads and external stakeholders.
- Develop and maintain an appropriate level of knowledge of relevant NHS clinical and administrative processes.
- Build and maintain up to date knowledge and understanding of the product range and how they are used within Healthcare settings.
- Plan and prioritise own work, responding to changing requirements, and to support the work of other workstream leads of the Service Centre.
- Manage the coordination and escalation of issues to external suppliers for effective resolutions, as well as analysing the service report from customers.
- Define and maintain operational procedures for running a successful support service using the telephony and service management systems.
Knowledge & Skills
As a technical expert the post holder should have good general education with at least 4 GCSEs (or equivalent) with grade C or above which includes English and Maths, good working knowledge of Linux and SQL. Preferably an ITIL V3 Foundation Certificate or demonstrate equivalent experience. The post holder should demonstrate a strong technical acumen, a good team player, and have the ability to prioritise and work to deadlines. Good communication skills are essential. Knowledge of NHS computing or medical systems would be an advantage. Having previous experience of dealing with clinical safety would be highly advantageous but not essential as training will be given.
Other Company benefits
- 28 Days annual leave (inc. Bank Holidays) increasing to 33, pro-rata.
- Pension scheme, Health Care Plans, Salary sacrifice bicycle schemes Plus many more.
IT Support Manager in Bodmin employer: Farringdon James Limited
As an IT Support Manager, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. With a strong focus on collaboration and continuous improvement, our company offers comprehensive benefits including generous annual leave, a robust pension scheme, and health care plans, all while fostering a culture of teamwork and innovation within the healthcare sector. Join us to make a meaningful impact while advancing your career in a role that values your expertise and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Manager in Bodmin
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to IT support management. We recommend role-playing with a friend to get comfortable discussing your experience and how it aligns with the job description.
✨Tip Number 3
Showcase your skills! Bring examples of your past work, like KPI reports or incident management strategies, to demonstrate your expertise during interviews. This will help you stand out as a candidate who knows their stuff.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Support Manager in Bodmin
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Manager role. Highlight your experience with incident management, team leadership, and any relevant technical skills like Linux and SQL. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Mention specific experiences that demonstrate your ability to manage support teams and meet SLAs.
Show Off Your Communication Skills:Good communication is key in this role. In your application, make sure to showcase your ability to engage with both technical and non-technical stakeholders. We love candidates who can bridge the gap between tech and user needs!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Farringdon James Limited
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Since the role operates in an ITIL environment, being able to discuss how you've applied ITIL principles in past roles will show that you're a great fit for the team.
✨Showcase Your Team Management Skills
Prepare examples of how you've successfully managed a team in the past. Highlight your experience with coaching, training, and performance management, as these are key aspects of the Support Manager role.
✨Be Ready to Discuss KPIs and SLAs
Understand the importance of KPIs and SLAs in service delivery. Be prepared to talk about how you've met or exceeded these metrics in previous positions, and how you plan to do so in this new role.
✨Demonstrate Your Technical Acumen
Since the job requires a good working knowledge of Linux and SQL, be ready to discuss your technical skills. You might even want to prepare for some technical questions or scenarios that could come up during the interview.
