IT Desktop Support Manager

St George's University Hospitals NHS Foundation Trust; City Of London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A prominent teaching hospital in London seeks a skilled IDT Desktop Support Manager to oversee a 17-member desktop support team, enhance service delivery, and ensure support for IT systems across multiple sites. Ideal candidates will bring management experience in large organizations, strong problem-solving skills, and technical expertise in healthcare IT environments. This role offers a unique opportunity to contribute significantly to a crucial support function.

Qualifications

• Experience in managing large teams.
• Proven experience in a large organization.
• Ability to document technical procedures accurately.

Responsibilities

• Manage a desktop support team of 17 staff.
• Oversee and triage ticketing for support requests.
• Ensure timely service delivery for IT systems.

Skills

Customer-focused attitude

Problem-solving abilities

Ability to manage large teams

Technical documentation skills

Analytical skills

Education

Degree level or equivalent experience

Tools

ITIL foundation certification

Job description

Job Summary

We are looking to recruit a band 7, IDT Desktop Support Manager. The role would be part of the Digital Infrastructure and Technical Support Team, a team supporting clinical and non-clinical users throughout the trust in their use of all IDT services and, where appropriate, offering advice and support to the user. Managing a desktop support team (17 staff) and managing and triaging tickets for the team. You will also be required to develop and improve the service delivery function.

Main duties of the job: The post holder should also be able to work independently and problem solve with a keen eye for detail in a highly pressured environment, as well as being able to deal professionally with a variety of teams and departments. They will have a broad range of responsibilities for ensuring that the entire ICT Operations service provision is fit to support the current clinical services being provided by the Trust, and that any problems reported by end users are investigated and resolved with the aid of third-party suppliers where necessary.

The post holder will be able to prioritize workloads effectively and ensure issues are resolved and requests are completed within the agreed SLA support for IT systems in St Georges Hospital, Queen Mary Hospital, and community sites, including the requirement to fix, maintain, and dispose of devices.

About Us

St George's University Hospitals NHS Foundation Trust is one of the country's principal teaching hospitals, and our main site is shared with St George's, University of London, which trains medical students and carries out advanced medical research. We have over 9,000 dedicated staff serving a population of 1.3 million across south-west London.

We deliver a large number of services, such as cardiothoracic medicine and surgery, neurosciences, and renal transplantation. We also cover significant populations from Surrey and Sussex, totaling around 3.5 million people. As well as acute hospital services, we provide a wide variety of specialist care and a range of community services to patients.

Job Responsibilities

Please note that a detailed job description is attached to this posting, which outlines the main responsibilities for this role.

Person Specification

Experience

• Experience of large organization
• Managed staff and large teams
• Manage both BAU and Project workload

Essential Skills and Knowledge

• Able to record complex technical details accurately and able to document technical procedures
• Proven ability to analyze, assimilate, investigate, and resolve complex queries where the outcome is not otherwise obvious or specified
• Customer-focused and proactive - able to put the customer at the heart of everything you do

Desirable Skills and Knowledge

• Understanding and knowledge of health service information systems and the role of Information Governance
• Change Management Knowledge and experience of large system deployments within a healthcare environment

Education or Equivalent Experience

Essential

• Degree level or 2 years or above experience in a large organization

Desirable

• Customer service Qualification
• ITIL foundation certification

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.