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Service Support Manager

2 weeks ago

Paisley, United Kingdom NHS Scotland Full time

Service Support Manager – Direct User Support Join NHS Scotland to lead the Proactive Support Team within eHealth, Operations, NHS Greater Glasgow and Clyde. The role combines technical leadership, service improvement and end‑user support across a wide service portfolio. Shift Pattern Monday to Friday 0900 – 1700 Location & Travel Westward House Paisley, Paisley. Travel to sites across NHS Greater Glasgow and Clyde is required. Responsibilities Manage and develop the Proactive Support Team, ensuring high quality service and workload prioritisation. Provide end‑user support services, including training, facilitation and mentoring. Ensure efficient running of applications and delivery of service levels to agreed plans. Develop, design and implement technical solutions on the ServiceNow platform to support current and future developments. Lead a team of senior technical analysts, technical analysts and facilitators/trainers. Maintain adequate technical skills across current and emerging technologies. Deliver excellent service across hardware, software, advice and training. Demonstrate leadership experience within an operational environment, managing teams directly or via matrix management. Communicate effectively at all levels, presenting and engaging with high‑level managerial or clinical audiences. Work under pressure, use own initiative and multitask to manage complex projects simultaneously. Communicate across organisational and professional boundaries, engaging at all levels. Qualifications Degree level with a relevant postgraduate standard or equivalent IT professional qualification and significant demonstrable IT operational experience. ITIL Professional qualification (ITIL Best Practice). Experience in managing teams in a highly developed operational environment. Excellent team‑working, communication, leadership, organisational, commercial and customer‑focus skills. Strong analytical and planning capabilities, with the ability to present and engage at a high level. Ability to work under pressure and manage complex projects concurrently. Contact Kat Greig – Service Support Manager07534919457katriona.greig@nhs.scot Equity, Diversity and Inclusion Statement NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We promote a culture of inclusion across the organisation and are proud of the diverse workforce we have. We support applications from the Armed Forces Community, recognising military skills, experience and qualifications during the recruitment and selection process. Application Requirements Applicants must provide original and authentic responses to all questions within the application form. The use of artificial intelligence, automated tools or any third‑party assistance to generate, draft or significantly modify responses is strongly discouraged. Failure to comply with this requirement may result in withdrawal of the application. #J-18808-Ljbffr