Service Desk Manager

Betsi Cadwaladr University Health Board; Bangor-on-Dee; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading health organization in Wales is seeking an ICT Service Desk Manager to lead their team and ensure exceptional service delivery. This role involves managing a large user base and driving improvements in service quality. Applicants should have a strong background in ICT service management and hold relevant certifications such as ITIL. The organization values diversity and encourages applications in both English and Welsh.

Qualifications

• Significant experience in ICT Service Desk leadership or contact centre experience.
• Desire to help others and support service improvement.
• Ability to empower and develop team members.

Responsibilities

• Lead the ICT Service Desk Team, supporting over 19,500 users.
• Ensure efficient operation and continuous improvement of the ICT Service Desk.
• Collaborate with other ICT teams for digital transformation.

Skills

ICT Service Desk leadership

Technical knowledge across multiple ICT domains

Communication skills

Problem-solving skills

Service improvement

Education

Degree level education or equivalent experience

ITILv3 or ITILv4 certification

SDI Service Desk Manager Certification

PRINCE2 or equivalent project management qualification

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

Job description

At Betsi Cadwaladr University Health Board (BCUHB), our vision is to "Transform patient care, safety and outcomes through digital technology and transformation to enhance ways of working." We're on an exciting journey to deliver major change and evolve ICT into a customer-centric service that leverages technology and innovation to deliver exceptional value.

As ICT Service Desk Manager, you will:

• Lead the ICT Service Desk Team, supporting over 19,500 users and managing more than 30,000 network devices.
• Ensure the efficient operation, management, and continuous improvement of the ICT Service Desk.
• Drive the team through the Service Desk Institute (SDI) accreditation process.
• Monitor KPIs, SLAs, and customer satisfaction, implementing improvements where needed.
• Collaborate with other ICT teams and stakeholders to support digital transformation across BCUHB.
• Champion best practices in service delivery and customer support.

We are seeking a dynamic and experienced ICT Service Desk Manager to lead our Service Desk Team and drive service excellence across our organisation. The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

We're looking for a proactive, results-driven leader who:

• Has significant experience in ICT Service Desk leadership or wider contact centre knowledge & experience.
• Possesses technical knowledge across multiple ICT domains or ability to quickly adapt.
• Demonstrates excellent communication, influencing, and problem-solving skills.
• Is passionate about service improvement and digital transformation.
• Can empower and develop their team to meet evolving organisational needs.
• Degree level education or equivalent experience.
• ITILv3 or ITILv4 certification.
• Proven track record in service desk operations and leadership.
• Experience in healthcare ICT service provision is desirable.
• SDI Service Desk Manager Certification.
• PRINCE2 or equivalent project management qualification.
• Microsoft certifications (e.g., MCSE, MCSP).

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales.

Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework. We are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please note that successful applicants will receive all recruitment related correspondence via the email account registered on the application form. Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.