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:
1. Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and service requests.
2. Monitor performance against SLAs and KPIs, and produce regular reports for leadership.
3. Manage ticket queues, prioritization, and escalation processes.
4. Lead, coach, and develop a team of service desk analysts and technicians.
5. Conduct regular performance reviews and training plans to build technical and customer service capabilities.
6. Act as the primary point of contact for IT support escalations from clinical, administrative, and executive teams.
7. Collaborate with other IT teams (Infrastructure, Applications, Security) to ensure seamless support.
8. Identify trends and recurring issues to drive root cause analysis and problem management.
9. Implement service improvement initiatives, including automation and self-service tools.
10. Ensure adherence to ITIL practices.
11. Maintain documentation, asset records, and audit trails for compliance and reporting.
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).
About Bupa:
We're not just a health insurer - we're a health partner. With no shareholders, our focus is on our customers. We aim to help people live longer, healthier, happier lives and make a better world.
We encourage all our people to "Be you at Bupa". We champion diversity and understand the importance of representing the communities and customers we serve. Bupa is a Level 2 Disability Confident Employer, offering interview/assessment to every disabled applicant meeting the role's minimum criteria.
Our Benefits:
* 25 days holiday, increasing with service, with buy/sell options
* Bupa health insurance
* Enhanced pension plan and life insurance
* Performance-based bonus
* Onsite gyms or local discounts
* Various online discounts and benefits
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