IT Service Desk Team Leader

NHS Greater Manchester; Salford; On-site; GBP 32,000 - 42,000; Full time

Job summary

NHS Greater Manchester Integrated Care Board (ICB) invites applications for an IT Service Desk Team Leader. You will lead an efficient, responsive, and customer-focused IT Service Desk within the IT Services department to support front-line health and social care services across Greater Manchester.

We seek an experienced IT Service Desk professional eager to reduce service disruption, improve IT services for customers, and drive continuous improvement.

Qualifications

• Experience leading IT service desk teams.
• Strong incident management and change control knowledge.
• Proven ability to monitor service quality and drive improvements.
• Excellent communication and stakeholder management.

Responsibilities

• Lead a Service Desk team, including recruitment, training, scheduling, and performance management.
• Oversee incident management, request fulfilment, and configuration management processes.

Skills

Team leadership

Incident management

Service desk operations

Customer engagement

Staff scheduling & on-call

Job description

• Please also note applicants must have the right to work in the UK. We are unable to provide visa sponsorship for this role.
• Team Management: Lead a Service Desk team, including recruitment, training, scheduling, one to ones and performance management.
• Service Operations: Oversee incident management, request fulfilment, and configuration management processes, ensuring efficient and effective service delivery.
• Technical Support: Provide high-quality first-line technical support, troubleshooting IT incidents, and escalating to higher levels when necessary.
• Service Quality and Improvement: Monitor service quality, implement process improvements, and maintain system standards.
• Customer Engagement: Gather user information, assess needs, provide solutions, and keep users informed about incident progress.
• Resource Management: Ensure adequate staffing and shift cover, including managing on-call rotas.
• Reporting and Compliance: Generate management reports, maintain IT asset inventories, and ensure accurate documentation of changes and incidents.
• Project Involvement: Participate in projects, major incident management, and the introduction of new applications or services.
• Customer Focus: Promote a customer-centric approach, continuously seeking ways to enhance user satisfaction and service efficiency.
• Operational Standards: Implement and update department policies and procedures as necessary.,

At NHS Greater Manchester Integrated Care Board (ICB), we offer a diverse range of services, providing essential support to front-line health and social care services across Greater Manchester. Our commitment to delivering the best possible customer experience is demonstrated by our numerous accolades, including our prestigious Service Desk Institute 3 Star certification. We are excited to announce an opportunity to join our IT Services department as a IT Service Desk Team Leader. In this role, you will lead an efficient, responsive, and customer-focused IT Service Desk.

If you are currently in an IT Service Desk role and looking for your next challenge, this could be the rewarding opportunity you have been seeking. Our NHS Greater Manchester Digital & IT teams play a crucial role in ensuring NHS services are delivered efficiently, effectively, and in a patient-centric manner. As a Service Desk Team Leader, you will be well-placed to reduce service disruption and improve the IT services that our customers rely upon.