Service Desk Manager

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

Transforming Patient Care Through Digital Innovation

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.

We are seeking a dynamic and experienced ICT Service Desk Manager to lead our Service Desk Team and drive service excellence across our organisation.

About the Role

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.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

What We're Looking For -

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.

Essential Qualifications & Experience

• 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.

Desirable Qualifications

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

About us

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.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. 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.

Job responsibilities

What We Offer -

In addition to a competitive salary, we offer:

• 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.

Ready to shape the future of digital healthcare in North Wales? Apply now and be part of a team that's making a real difference.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Qualifications

• Meets all essential criteria as per attached job description/person specification
• Meets all desirable criteria as per attached job description/person specification

Experience

• Meets all essential criteria as per attached job description/person specification
• Meets all desirable criteria as per attached job description/person specification

Skills & Attributes

• Meets all essential criteria as per attached job description/person specification
• Meets all desirable criteria as per attached job description/person specification

Other

• Meets all essential criteria as per attached job description/person specification
• Meets all desirable criteria as per attached job description/person specification

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.