# IT Support Manager > NHS job listing from Job Clerk for The Royal Orthopaedic Hospital NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/it-support-manager/d03e2d8a-b59b-4418-ad33-281d8272cb75 - **Markdown:** https://www.jobclerk.com/job/it-support-manager/d03e2d8a-b59b-4418-ad33-281d8272cb75.md ## Summary - **Status:** Live - **Employer:** The Royal Orthopaedic Hospital NHS Foundation Trust - **Location:** The Royal Orthopaedic Hospital - Main Site - **Workplace type:** onsite - **Profession:** Manager - **Grade:** Band 6 - **Salary:** £39,959 - £48,117 per annum, pro rata if part-time. - **Contract type:** Permanent - **Employment type:** Full time - 37.5 hours per week - **Closing date:** 2026-10-27T23:59:00.000Z - **Posted:** 2026-10-13T10:31:04.233Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Birmingham_Black_Country/Birmingham/The_Royal_Orthopaedic_Hospital_NHS_Foundation_Trust/Corporate/Corporate-v8308791 - **Application URL:** https://apps.trac.jobs/job-advert/8308791?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.roh.nhs.uk ## Job Content ### Job overview 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 technical issues. ### 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 ITIL standards - 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, network and 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 IT equipment. - 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. ### Detailed job description and main 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. ### Applicant requirements The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. ## Person Specification ### 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 ### 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 ### 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) ## Documents - [person specification (pdf, 755.0kb)](https://www.healthjobsuk.com/documents?vdoc=10633283) - [it support manager jd and ps (pdf, 755.0kb)](https://www.healthjobsuk.com/documents?vdoc=10629098) - [roh recruitment guidance on artificial intelligence (ai) (pdf, 188.8kb)](https://www.healthjobsuk.com/documents?edoc=3060) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.