Digital Service Desk Team Leader

University Hospital of North Midlands NHS Trust; Stoke-on-Trent; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A prominent healthcare institution in Stoke-on-Trent seeks a Digital Service Desk Team Leader to oversee daily operations of the ICT Service Desk Team. Responsibilities include managing service desk activities, providing admin support, and ensuring problem resolution. Candidates should have a GCSE level education, experience in ICT service environments, and strong communication skills. This is a full-time position offering flexible working arrangements.

Benefits

Flexible working

Home or remote working options

Qualifications

• Experience working in a busy ICT Service Desk environment.
• Problem-solving skills in a mixed computing setting.
• Excellent communication skills to interact with users of varying IT abilities.

Responsibilities

• Manage day-to-day activities of the IM&T Service Desk Team.
• Provide general administration duties including composing letters.
• Support call handling during busy periods.

Skills

Multi-tasking ability

Excellent written and verbal communication

Ability to manage team resource

Broad knowledge of IT products and terminology

Creative thinking

Education

GCSE Level or Equivalent

EDCL

Job description

Digital Service Desk Team Leader

The closing date is 05 January 2026

University Hospitals of North Midlands is currently unable to provide sponsorship this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

The post holder will manage day to day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager. The post holder will provide general administration duties which will include composing of general letters, receiving telephone calls / communication with third party suppliers. Supporting the Service Desk with call handling of a technical IT nature during busy periods.

Main duties of the job

To work closely with all IM&T teams on user issues and problem resolution and to provide cover when required.

Reviews service-related issues with the ICT Service Desk Manager.

To work closely with other Digital Teams on user issues and problem resolution

Providing cover for the ICT Service Desk during sickness and annual leave and to participate in an on-call rota, providing a 24 hours, first line support service to users.

Day to day management for the IM&T Service Desk Team

To co-ordinate the Problem Management Incidents

To work closely with other IM&T teams and the IM&T Service Delivery Manager to ensure that relevant support documentation is in place.

To provide feedback on divisional usage of the IM&T online call logging system to ensure maximisation of performance.

To ensure all Service Desk incidents are prioritised to agreed standards, monitoring completion timescales and reporting timescales and outcomes to Trust staff.

To work flexibly in order to deliver the Directorate agenda and to offer support to other colleagues including cover in times of absence.

Works with the ICT Service Delivery Manager to implement local policy / procedures into own section.

Provides training to any new recruits joining the team

About us

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve

Job responsibilities

The post holder will manage day to day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager. The post holder will provide general administration duties which will include composing of general letters, receiving telephone calls / communication with third party suppliers. Supporting the Service Desk with call handling of a technical IT nature during busy periods.

Qualifications

• Educated to GCSE Level or Equivalent relevant experience
• Obtained or working towards EDCL

Experience

• Experience in working in a busy ICT Service Desk Environment
• Problem Solving within a mixed computing environment
• Influencing the application of IT to working practices
• Good communication and the ability to diplomatically deal with users of mixed IT ability
• Experience of managing or deputising a busy IT Service Desk
• Experience of line managing a team of Service Desk agents
• Experience of testing newly developed software and reporting problems / issues
• Experience of working in an NHS organisation
• Experience of Customer Relation Management

Skills, Ability & Knowledge

• Multi-tasking ability required to deal with multiple incidents awaiting resolution
• Flexible attitude to priorisation of workload
• Ability to work as part of a multi-disciplinary team
• Excellent written and verbal communication skills
• High Level of interpersonal skill, including active listening and understanding
• Broad knowledge of IT Products, services and Terminology
• Ability to handle confidential information
• Ability to manage team resource and future planning
• Root cause problem solvingTo work with internal stakeholders and third-party suppliers to deliver value for the the TrustAbility to think creatively, applying results of external research and best practiceAbility to quickly assimilate new technologies / systemsUnderstanding of ITIL working practices

  Personal Qualities

  • Ability to work flexibly
  • Ability to think rationally during periods of stress and pressure
  • Ability to work on call within the Service Desk Rota

  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.

  University Hospital of North Midlands NHS Trust

  Full‑time,Flexible working,Home or remote working