IT Support Manager

We are looking for an IT Support Manager with prior experience working in a support/service desk role at 1st & 2nd line in the healthcare sector to join our IT Team at Diagnostic World. This is a full-time, permanent position, working remotely, with some national travel as required.

You will prioritise and respond to helpdesk calls, providing 1st and 2nd line support for all business IT systems.

If you have previous IT support experience and you're looking for a new challenge, we would like to hear from you!

Main duties of the job

By prioritising and responding to helpdesk calls, the post holder will provide 1st and 2nd line support for the business IT systems, desktop & laptop devices and peripherals within the business and off-site locations.

Liaise with both internal and external agencies for the installation, configuration and maintenance of new and current systems.

Job responsibilities

Location: Remote but as and when necessary, travel to remote sites throughout the UK will be required.

Hours: 40 hours per week (Plus providing on-call support as and when needed including weekends).

Remuneration: Negotiable.

• Provide IT support for all Diagnostic World staff and contractors.
• Provide guidance and coordination for IT Admin support when completing IT tickets.
• Accountable for ensuring all IT tickets are closed within agreed SLAs.
• To assist in developing and delivering specific training plans and system guidance documentation.
• Manage and maintain IT asset register which would include hardware and software.
• Log all IT related calls and be the 1st & 2nd line support for the business.
• Manage the antivirus updates across the estate.
• Ensure backups are maintained across the estate.
• Hardware installation / upgrade / break fix for desktop, laptop, and server.
• Administer internal IT services (such as our Devices, M365 tenant, Azure, and business SaaS applications).
• Manage and support the smartphones for the business on MDM environment.
• Support the Patient Administration System and log tickets with provider.
• Support the clinical systems and log tickets with providers. (CIMAR, Pukka-J).
• Requirements to visit site on occasion to conduct equipment checks, connectivity check and other required assessments and support as necessary to meet the company's needs.
• Manage windows updates and 3rd party patching.
• Arrange yearly maintenance of Ultrasound scanners for QA checks.
• Ensure all IT policies are reviewed annually / when guidance changes and updates communicated to the relevant parts of the organisation.
• Required to work on-call alongside the Head of IT.

Additional Responsibilities & Requirements:

• Help staff/manager by delivering small projects above and beyond issues raised in tickets.
• Assist in delivering Cyber Security Plus.
• Assist with Delivering ISO27001.
• Work to help achieve the Data Security and Protection Toolkit on yearly basis for the IT department.
• Provide on call cover during out of hours clinic times as needed.

Reporting to: COO

Person Specification

Qualifications

• Prior experience working in a support/service desk role at 1st & 2nd line in the healthcare sector.
• Eligibility to reside and work in the UK.
• Highly skilled knowledge, experience and training in the use of Microsoft Office products, ideally including the Admin environment, MS Teams, Outlook and SharePoint.
• Knowledge of Microsoft Windows 10/11 Operating Systems - Deployment, configuration, and support.
• Experience in cloud-based solutions like Azure, Azure Active Directory, Microsoft Entra, Intune, M365 & AWS.
• Knowledge of ITSM tools.
• Good organisation and time management skills.
• Ability to plan and prioritise work.
• Good communication skills face-to-face and on the telephone.
• Have experience in the healthcare environment.
• Demonstrate knowledge of IT-related standards, NHS Data Protection Security Toolkit (DSPT) & Cyber Security (Desirable).
• Experience of DICOM (Desirable).
• HL7 Support and understanding (Desirable).
• Exposure to PACS/RIS Systems CIMAR & Pukka-J (Desirable).

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.