IT Service Desk Team Leader | Milton Keynes University Hospital NHS Foundation Trust

Milton Keynes University Hospital NHS Foundation Trust; Milton Keynes; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading NHS hospital is seeking an IT Service Desk Team Leader to provide exceptional support and improve service delivery. The role involves managing 1st Line support and contributing to the development of staff. Strong interpersonal and technical skills are essential. This position requires teamwork, communication, and proactive management to ensure service excellence. The closing date for applications is 2 December 2025.

Qualifications

• Experience supporting a large, multi-functional organization.
• Strong interpersonal and technical skills are essential.
• Team Leader experience is desirable.

Responsibilities

• Provide 1st Line support to all users via telephone or remote.
• Act as the initial point of escalation for Service Desk staff.
• Assist with management of the IT Service Desk.
• Take an active role in the development of Service Desk staff.

Skills

Interpersonal skills

Technical support experience

Communication skills

Tools

Patient Administration System

Pathology System

Radiology System

Office suite

Job description

Overview

We are seeking an enthusiastic and self‑motivated individual to join our IT Service Desk, committed to delivering an excellent support experience and driving continual service improvement. You will work collaboratively across teams, communicating effectively and showing care in every interaction to ensure colleagues receive timely and professional assistance. Strong interpersonal and technical skills are essential, along with experience supporting a large, multi‑functional organisation. Team Leader experience is desirable.

This role is not eligible for sponsorship. The post holder will report to the Service Desk Manager and is responsible for the day‑to‑day running of the internal‑facing IT Service Desk.

Responsibilities

This role includes but is not limited to the following activities:

• Provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems, applications, laptops, and mobile devices.
• Act as the initial point of escalation for Service Desk staff, dealing with grievances sensitively and avoiding further escalation where possible.
• Assist the Service Desk Manager with the management of the IT Service Desk, providing a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology. Contribute in the role of ITIL Incident Manager.
• Take an active role in the management and development of Service Desk staff, ensuring continuous service improvement in quality, productivity and responsiveness.

Applications

The post holder will be expected to support a wide range of applications, including but not limited to:

• Patient Administration System / Electronic Patient Record (PAS/eCARE)
• Pathology System
• Radiology System
• Office suite and internally developed applications

Hardware

The post holder will occasionally provide expert support on hardware, including laptops and mobile devices.

Documentation

The post holder will assist with the following activities:

• Creation and ongoing maintenance of Standard Operating Procedures used within the group.
• Creation and ongoing maintenance of self‑help documentation accessible to all Trust staff.
• Maintenance of standard Service Desk request forms and documentation accessible to all Trust staff.

Communication

Effective and timely communications is an essential activity of the role. The IT Service Desk Team Leader will require excellent interpersonal, written and verbal communication skills. Communication responsibilities will include:

• Communicating progress of logged incidents, problems and changes.
• Assisting with communication to key stakeholders and system owners during major incidents (e.g. unscheduled outages causing significant disruption to Trust system users).

Training

The post holder will understand the importance of training for both IT and non‑IT staff and will be required to:

• Guide users through complex problems, advising them of best practice and standard procedures.
• Provide one‑to‑one training for users with specific known incidents, using remote tools or telephone communication, and where appropriate face‑to‑face demonstration.
• Take an active role in the development of other staff through documentation and skills transfer.

We care – We communicate – We collaborate – We contribute. “- NHS Survey, 2024. They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%.”

This advert closes on Tuesday 2 Dec 2025.