IT Service Desk Team Leader – Customer‑Centric IT Support

NHS Greater Manchester Integrated Care; Salford; Sur place; GBP 45 000 - 60 000; Plein temps

Résumé du poste

The NHS Greater Manchester Integrated Care Board (ICB) is seeking an IT Service Desk Team Leader to guide a customer-focused service desk in a busy health IT environment. You will manage a team, oversee incident management, and drive improvements in service delivery while ensuring ITIL practices and high-quality support for users.

This role emphasizes people management, process optimisation, reporting, and collaboration with stakeholders to maintain patient-centred IT services across Greater

Qualifications

• Related degree or equivalent level of experience.
• ITIL certification or equivalent knowledge.
• Experience in supervising a service desk or IT support team.

Responsabilités

• Lead a Service Desk team, including recruitment, training, scheduling, one to ones and performance management.
• Oversee incident management, request fulfilment, and configuration management processes.
• Provide high-quality first-line technical support and escalate issues as needed.
• Monitor service quality and implement process improvements.
• Manage on-call rotas and ensure adequate staffing.
• Produce management information to track performance against targets.

Connaissances

Team leadership

IT support

Customer service

Incident management

Formation

Related degree or equivalent experience

ITIL certification

Outils

ITIL

Description du poste

The NHS Greater Manchester Integrated Care Board (ICB) is seeking an IT Service Desk Team Leader to guide a customer-focused service desk in a busy health IT environment. You will manage a team, oversee incident management, and drive improvements in service delivery while ensuring ITIL practices and high-quality support for users.

This role emphasizes people management, process optimisation, reporting, and collaboration with stakeholders to maintain patient-centred IT services across Greater