ICT-Service Support Manager

We are looking for an experienced IT manager to lead an ITIL based Service Delivery team helping them to resolve complex technical issues.The post holder would take a strategic view to drive service improvement and efficiencies. They will also plan and develop / implement key tools such as the Service Management system, ensuring the tools are fit for purpose and mature to continue to deliver in a fast changing technical environment. The role will work within the Service Delivery team to provide support for a range of services to all users within the Trust. This will include providing support remote and and in person. The team upholds a strong team ethic and values, and is often seen as the face of ICT. If you have a background in IT/Informatics, are interested with working with a Trust accelerating through digital transformation programmes within the Trust and local ISC, and like a challenge then we would love to hear from you. Main duties of the job Lead the ICT Service Support which provides 1st / 2nd line support (via a service desk and onsite technical support teams). Including planning tasks and managing "mini projects" to support over 24,000 users across 5 main hospital sites running 24/7/365 and a number of other sites that provide clinical and/or admin services. Lead in the investigation of a range of highly complex ICT issues. Act as an escalation route for issues of Informatics services, owning them through to final resolution. Strategic planning and development / implementation of the necessary tools, policies, and procedures to provide an effective support service at the standard expected to all our customers and sites. Responsible for ensuring teams are able and are providing highly advanced technical support to end users (customers) remotely or face-to-face in order to resolve technical problems relating to IT including PCs, mobile devices, printers and other IT equipment. To analyse, investigate, troubleshoot, and resolve all complex technical issues within the scope of the Service Support team and be ICT subject matter experts. To set, review and uphold agreed service levels, technical standards, and policies. To lead support team members to enhance their technical and site knowledge identifying continual improvement opportunities. Lead the technical support teams to ensure they uphold a strong team ethic and values, information flow, skill development, continuous learning, and improvement.

• Experience in supporting/running a Service Management Tool including implementing and maturing processes within
• In-depth and significant Experience in troubleshooting basic network issues, software, mobile devices, and printing faults.
• Significant experience of managing ICT teams, with good people management skills and able to undertake all HR-related activities including disciplinary, performance grievance and sickness issues.
• Experience in Implementing a change to a service (rotas, systems change etc.)

Skills Essential

• Ability to quickly analyse problems and interpret operational needs
• Able to produce metrics, analyse, and interpret information and produce regular reports on current status, trend analysis and service improvement.
• Advanced interpersonal skills, excellent written and verbal communication skills and able to chair meetings effectively and deliver effective presentations.
• Excellent customer service skills and able to put the customer at the heart of everything you do.

Knowledge Essential

• Advanced Knowledge of Active Directory and Microsoft Applications such as Office 365 and SharePoint
• Advanced knowledge of networking, operating systems, licensing requirements, DHCP, IP addressing, Windows, thin client technology e.g. Citrix, VMware VDI, client server application, printing, scanning, and anti-virus/threat protection software, * Educated to a degree level or the equivalent combination of education, training, or work experience.
• Educated to a degree level or the equivalent combination of education, training, or work experience.

Person Specification Experience Essential

• Experience in supporting/running a Service Management Tool including implementing and maturing processes within
• In-depth and significant Experience in troubleshooting basic network issues, software, mobile devices, and printing faults.
• Significant experience of managing ICT teams, with good people management skills and able to undertake all HR-related activities including disciplinary, performance grievance and sickness issues.
• Experience in Implementing a change to a service (rotas, systems change etc.)

Skills Essential

• Ability to quickly analyse problems and interpret operational needs
• Able to produce metrics, analyse, and interpret information and produce regular reports on current status, trend analysis and service improvement.
• Advanced interpersonal skills, excellent written and verbal communication skills and able to chair meetings effectively and deliver effective presentations.
• Excellent customer service skills and able to put the customer at the heart of everything you do.

Knowledge Essential

• Advanced Knowledge of Active Directory and Microsoft Applications such as Office 365 and SharePoint
• Advanced knowledge of networking, operating systems, licensing requirements, DHCP, IP addressing, Windows, thin client technology e.g. Citrix, VMware VDI, client server application, printing, scanning, and anti-virus/threat protection software, * Educated to a degree level or the equivalent combination of education, training, or work experience.
• Educated to a degree level or the equivalent combination of education, training, or work experience.

Barts Health NHS Trust is one of the largest acute NHS Trusts in England spanning 6 hospitals and other sites, including; 3 tier 1 EDs, the largest Trauma centre in London, a pathology service supporting hospitals and GPs across east London, many specialist services and a number of services that reach out into the community., Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers. The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients. Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which ourWeCarevalues and behaviours are visible to all and guide us in how we work together. We strive to live by ourWeCarevalues and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support aninclusive working environment. We particularly welcome applications from Black, Asian and minority ethnic candidates as they are underrepresented within Barts Health at this band.