Service Desk Manager

East Sussex Healthcare NHS Trust; Eastbourne; On-site; GBP 40,000 - 55,000; Full time

Job summary

A regional healthcare provider in Eastbourne is seeking a Service Desk Manager to oversee daily operations of their Digital Service Desk. You will lead a team supporting over 8,000 colleagues, ensuring top-notch service while managing resources effectively. Ideal candidates will have experience in customer-facing environments and hold ITIL certification. This role offers development opportunities and competitive NHS benefits, including pension enrollment.

Benefits

Staff development opportunities

NHS pension scheme

Access to onsite nurseries

Free psychological support

Qualifications

• Experience of managing a customer-facing service desk or call centre environment.
• ITIL Service Management certification.
• Excellent written and verbal communication skills, with the ability to explain complex digital information.

Responsibilities

• Lead and manage the Service Desk team, developing staff to agreed competency levels.
• Ensure high-quality service while meeting SLAs and KPIs.
• Monitor and report performance of the Service Desk.

Skills

Managing a customer-facing service desk

Excellent written and verbal communication

ITIL Service Management

Job description

Overview

We have a fantastic opportunity for a Service Desk Manager, who will be responsible for the day-to-day management of the ESHT Digital Service Desk.

The Service Desk is the first point of contact for our 8,000+ colleagues who may want to register a request, report a fault or obtain advice and information about our digital services and equipment. Calls to the team are raised by telephone or via an online portal.

Responsibilities

• Lead and line manage the Service Desk team, scheduling resources and developing staff to agreed levels of competency.
• Ensure the service provided to colleagues is of the highest possible quality while meeting Service Level Agreements and Key Performance Indicators.
• Manage a team based at Eastbourne DGH with current operating hours 8am – 6pm, Monday to Friday, with potential future extension to meet service demand.
• Provide statistical information, monitoring and reporting on the performance of the Service Desk, feeding into the monthly Digital Integrated Performance Review and other required reporting.
• Act as an escalation point for complex technical issues and make informed decisions on further escalation to specialist colleagues.
• Continuously look for ways to develop and improve the service provided by the team and ensure readiness to fulfil the Digital Major Incident Plan in the event of a serious incident.

Qualifications

• Experience of managing a customer-facing service desk or call centre environment.
• ITIL Service Management certification.
• Excellent written and verbal communication skills, with the ability to explain complex digital information to both technical and non-technical colleagues.

Benefits

• Staff development opportunities and enrolment in the NHS pension scheme.
• Auto-enrolment to the Temporary Workforce Service, access to onsite nurseries, staff restaurants and accommodation.
• Onsite parking available from £50 per year.
• Access to an internal Occupational Health department and free psychological support through the confidential Employee Assistance Programme.

There has never been a better time to join East Sussex Healthcare NHS Trust. Submit your application today.