IT Support Manager

Israelcakes; Bristol; On-site; GBP 45,000 - 60,000; Full time

Job summary

A supportive IT services provider in the United Kingdom is seeking a skilled manager to lead their IT Support Team. The role involves overseeing service desk operations, managing escalations, and coordinating with suppliers. The ideal candidate will have experience in team management, a strong customer-focused approach, and the ability to utilize data for service improvement. The position requires occasional travel to hospice sites and offers a dynamic work environment.

Qualifications

• Experience in direct line management of IT support teams.
• Ability to oversee service desk operations effectively.
• Strong problem-solving and escalation management skills.

Responsibilities

• Manage the IT Support Team and their daily workloads.
• Oversee service desk operations for incident resolution.
• Coordinate with suppliers and third-party providers for services.
• Use data to identify trends and improve services.
• Maintain stock levels of IT equipment for hospice sites.

Skills

Customer-focused approach

Team management

Service desk operations

Incident management

Knowledge base management

Job description

Team Management

Direct line management of the IT Support Team, ensuring a supportive, customer-focused approach. Manage day‑to‑day workload, ticket assignment, site visit planning, leave coordination, and performance reviews. Ensure the team follows agreed support processes, documentation standards, and escalation procedures.

Service Desk Management

Oversee service desk operations and ensure timely resolution of incidents and service requests. Act as the escalation point for more complex or high-priority issues. Provide hands‑on support where required, particularly during incidents, peaks in demand, or staff absence. Own the service desk platform and its design including workflows, categorisation, automation rules, reporting, and user access. Maintain accurate and up‑to‑date asset records, inventories, and configuration information.

Supplier & MSP Coordination

Coordinate with the MSP to ensure escalated tickets are resolved promptly and within SLAs. Escalate service issues to suppliers where needed and support the Head of IT in supplier management. Liaise with third‑party providers for telephony, networking, mobile devices, clinical applications, and retail systems.

Continuous Improvement & Reporting

Use ticketing data to identify trends, recurring issues, training needs, and opportunities for service improvement. Produce regular performance reports for the Head of IT and executives, including KPIs and service desk insights. Own the IT knowledge base and contribute to the creation and maintenance of support documentation, SOPs, and guides. Support the delivery of IT projects, system updates, rollouts, and new technology implementations.

Supporting the Hospice Environment

Maintain an awareness of hospice initiatives and projects, ensuring IT support is prioritised appropriately. Establish and maintain appropriate stock levels of IT equipment to meet ad‑hoc requests, purchasing from preferred suppliers as required. Travel to hospice sites as required, including occasional evening/weekend work for major incidents or planned upgrades.