Service Desk Lead: Digital Healthcare Transformation

NHS; St Asaph; On-site; GBP 40,000 - 55,000; Full time

Job summary

A regional health board in North Wales is seeking an ICT Service Desk Manager to lead the service desk team managing 19,500 users. The ideal candidate will have significant experience in ICT service desk leadership, combined with a passion for service improvement and digital transformation. This role requires strong communication skills and the ability to implement best practices in service delivery. A competitive salary and professional development opportunities are offered.

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.
• 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

ICT Service Desk leadership

Technical knowledge

Excellent communication

Problem-solving skills

Education

Degree level education or equivalent experience

ITILv3 or ITILv4 certification

Tools

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

Job description

A regional health board in North Wales is seeking an ICT Service Desk Manager to lead the service desk team managing 19,500 users. The ideal candidate will have significant experience in ICT service desk leadership, combined with a passion for service improvement and digital transformation. This role requires strong communication skills and the ability to implement best practices in service delivery. A competitive salary and professional development opportunities are offered.