ICT Service Desk Team Leader

Integrated Care System; Cwmbran, St Asaph, Swansea; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A healthcare organization in Cwmbran is seeking an experienced ICT Service Desk Team Leader. This full-time, permanent role involves managing a high-quality support service for digital infrastructure. Ideal candidates will possess relevant qualifications and experience, especially in healthcare IT. The role offers hybrid working arrangements and encourages diversity in applications.

Qualifications

• Bachelor's degree in ICT related subject or equivalent qualifications.
• Evidence of continuing professional development and post qualification learning and development.
• Proven experience of an ICT technical engineering role.

Responsibilities

• Provide expert ICT support service and manage ICT services across Wales.
• Supervise the ICT Service Desk team, ensuring high-quality service delivery.
• Investigate and resolve ICT issues to ensure smooth operations.

Skills

Team leadership

Public speaking

Planning skills

Excellent interpersonal skills

Agile methodology

Education

Bachelor's degree in ICT or equivalent

Advanced qualification in agile development

Qualification in team leadership

Tools

Windows PC and server operating systems

Job description

An exciting opportunity has arisen for an experienced ICT Service Desk Team Leader to join our Digital Team, which has set out an ambitious digital strategy over the next five years to deliver the very best information and digital solutions with patient care at its core. WAST is a national service, and the Digital Team is representative of this.

This is a full-time, permanent role with hybrid working arrangements. The base location will be confirmed upon appointment. This post within the ICT Department requires an enthusiastic and highly motivated individual who responds positively to new challenges. The ICT Service Desk Team Leader will be responsible for delivering a high-quality, professional service, leading the ICT Service Desk to support the fast-growing Trust's digital services and infrastructure.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

The postholder will be expected to provide an expert and effective ICT support service, primarily focusing on the development, delivery, and ongoing management of ICT services across Wales. This includes providing ICT support, guidance, and advice to managers and end users.

Using their own initiative, and in line with Trust policies, the postholder will also be expected to investigate, resolve, and plan for a variety of ICT issues to ensure the smooth operation of the Trust's ICT services.

In addition, the ICT Service Desk Team Leader will be responsible for the day-to-day supervision of the ICT Service Desk team, ensuring the delivery of a high-quality, customer-focused support service.

About us

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we're needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you're sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust's Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Qualifications and Knowledge

• Bachelor's degree in ICT related subject or equivalent qualifications, knowledge, or experience.
• Evidence of continuing professional development and post qualification learning and development.
• Advanced qualification in an agile development methodology.
• Qualification in team leadership

Experience

• Proven experience of an ICT technical engineering role.
• Experience of managing and motivating a team.
• Evidence of leading the design, development and deployment of computer system upgrades and implementations.
• Evidence a strong understanding of windows PC and server operating systems.
• Experience of supporting IT within a healthcare environment.
• Experience of working in an Agile Development environment.

Skills and Attributes

• Ability and confidence to speak publicly to groups of people, demonstrating ideas, concepts and working software and answer related questions.
• Excellent planning skills. Ability and confidence to lead and motivate a team, chairing team meetings.
• Able to establish good working relationships with people at all levels.
• Able to access and manage the competencies and capabilities of team members (guided by capability, sickness and other organisational policies when required.)
• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading and writing in Welsh.

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.

Swansea, North Wales or Cwmbran - Hybrid Working

Swansea, North Wales or Cwmbran - Hybrid Working