Digital Service Desk Team Leader

NHS; Remote; GBP 30,000 - 45,000; Full time

Job summary

A healthcare organization in the UK is seeking an IT Service Desk Manager to oversee daily operations of the IM&T Service Desk Team. The role involves managing a team, providing support under pressure, and ensuring effective communication with users of varied IT skills. Candidates should be educated to GCSE level or equivalent and possess problem-solving abilities. This position offers the opportunity to contribute significantly to IT services within a healthcare setting, emphasizing teamwork and flexibility.

Qualifications

• Experience in a busy ICT Service Desk Environment.
• Good communication and ability to diplomatically deal with users.
• Experience of managing or deputising a busy IT Service Desk.

Responsibilities

• Manage day‑to‑day activities of the IM&T Service Desk Team.
• Support the Service Desk with call handling of a technical IT nature.
• Provide feedback on divisional usage of the IM&T online call logging system.

Skills

Multi-tasking ability

Excellent communication skills

Problem-solving

Knowledge of IT products

Teamwork

Education

Educated to GCSE Level or Equivalent

Relevant IT Specialist Course

Working towards EDCL

Job description

Overview

University Hospitals of North Midlands is currently unable to provide sponsorship for 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; however, 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.

Responsibilities

• Manage day‑to‑day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager.
• Provide general administration duties, including composing general letters and receiving telephone calls and communication with third‑party suppliers.
• Support the Service Desk with call handling of a technical IT nature during busy periods.
• Work closely with all IM&T teams on user issues and problem resolution and provide cover when required.
• Review service‑related issues with the ICT Service Desk Manager.
• Co‑ordinate Problem Management incidents.
• Work closely with other IM&T teams and the IM&T Service Delivery Manager to ensure that relevant support documentation is in place.
• Provide feedback on divisional usage of the IM&T online call logging system to maximise performance.
• Ensure all Service Desk incidents are prioritised to agreed standards, monitor completion timescales and report outcomes to Trust staff.
• Deliver the Directorate agenda and offer support to other colleagues, including cover during sickness and annual leave.
• Implement local policy/procedures under the ICT Service Delivery Manager.
• Serve as Direct Line Manager for Service Desk Agents and provide training to new recruits joining the team.

Qualifications

• Essential: Educated to GCSE Level or Equivalent relevant experience.
• Desirable: Relevant IT Specialist Course.
• Desirable: Obtained or working towards EDCL.

Experience

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

Skills, Ability & Knowledge

• Multi‑tasking ability required to deal with multiple incidents awaiting resolution.
• Flexible attitude to prioritise 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 solving.
• Work with internal stakeholders and third‑party suppliers to deliver value for the Trust.
• Ability to think creatively, applying results of external research and best practice.
• Ability to quickly assimilate new technologies/systems.
• Understanding of ITIL working practices.

Personal Qualities

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