Service Desk Lead: Digital Healthcare Transformation

Betsi Cadwaladr University Health Board; St Asaph; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent health organization in Wales is seeking an experienced ICT Service Desk Manager to lead a team serving over 19,500 users. The role involves driving service excellence, managing ICT operations, and supporting digital transformation initiatives. Candidates should possess significant experience in ICT leadership, strong communication skills, and an ITIL certification. Join us in transforming patient care through digital innovation.

Benefits

Up to 34 days annual leave plus bank holidays

Agile and flexible working options

Membership of the British Computer Society

Car leasing and Cycle to Work schemes

Opportunities for continuous professional development

Qualifications

• Significant experience in ICT Service Desk leadership or wider contact centre knowledge.
• Proven track record in service desk operations and leadership.
• Experience in healthcare ICT service provision is desirable.

Responsibilities

• Lead the ICT Service Desk Team, supporting over 19,500 users.
• Ensure efficient operation and continuous improvement of the ICT Service Desk.
• Monitor KPIs, SLAs, and customer satisfaction.

Skills

Leadership in ICT Service Desk

Communication skills

Problem-solving

Technical knowledge across ICT domains

Service improvement passion

Education

Degree level education or equivalent experience

ITILv3 or ITILv4 certification

Tools

Microsoft certifications (e.g., MCSE, MCSP)

Job description

A prominent health organization in Wales is seeking an experienced ICT Service Desk Manager to lead a team serving over 19,500 users. The role involves driving service excellence, managing ICT operations, and supporting digital transformation initiatives. Candidates should possess significant experience in ICT leadership, strong communication skills, and an ITIL certification. Join us in transforming patient care through digital innovation.