ICT Customer Services Manager

County Durham and Darlington NHS Foundation Trust; Tees Valley; On-site; GBP 40,000 - 50,000; Full time

Job summary

A regional NHS foundation trust in Tees Valley is seeking an ICT Customer Services Manager to manage the ICT Servicedesk. You will oversee the team, ensure effective ICT support services, and manage IT procurement. The ideal candidate will have strong leadership skills and experience in ITIL incident management. This role offers a chance to contribute to the efficient use of ICT for both staff and patients.

Qualifications

• Proven experience managing an ICT Servicedesk team.
• Ability to work on technical and non-technical issues.
• Experience in IT procurement and service level agreements.

Responsibilities

• Manage ICT Servicedesk staff's work and development.
• Ensure effective delivery of 1st line ICT support.
• Maintain compliance with Service Level Agreements.

Skills

Incident support following ITIL standards

Team management

Customer service orientation

Education

Relevant IT certifications

Tools

IT Service Management Software

Job description

This is an excellent opportunity to contribute to the Health Informatics team supporting the day to day activities as a ICT Customer Services Manager, providing ICT Servicedesk Services across the Trust to ensure effective use of IT which supports staff and patients.

The post holder will maintain the operational capability of the ICT Servicedesk with incident support following ITIL standards together with ensuring new requests are completed in a timely manner.

Liaising with other teams within the department as required on technical and non-technical issues, and with third party customer organisations.

Participate in the ICT on-call cover rotas as necessary.

Main duties of the job

• Manage the work, professional and personal development of ICT Servicedesk staff.
• Manage the provision of Servicedesk and 1st line ICT support service.
• Manage the provision of IT procurement, billing and monitoring services across the Trust.
• Ensure the Trust meets the obligations of its Service Level Agreements for the provision of IT services with 3rd Party and other NHS organisations.
• Ensure effective and efficient customer service.
• Participate in Trust wide IT on-call and Servicedesk cover rotas as necessary.

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.

We provide hospital services from two acute sites – Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under‑represented.