Service Desk Manager | East Sussex Healthcare NHS Trust

ESHT; Eastbourne; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare organization in Eastbourne is seeking a Service Desk Manager to oversee daily operations of the Digital Service Desk. The role involves leading a team, ensuring high-quality service, and meeting performance targets. Ideal candidates will have experience in service desk management and ITIL certification, along with strong communication skills to explain digital processes clearly. This position offers essential staff benefits including NHS pension enrollment and professional development opportunities.

Benefits

Staff development

Enrolment in NHS pension scheme

Access to onsite nurseries

Onsite Occupational Health

Free psychological support

Qualifications

• Experience of managing a customer-facing service desk or call centre environment.
• ITIL Service Management certified.
• Ability to explain complex digital information to both technical and non-technical colleagues.

Responsibilities

• Lead and manage the Service Desk team, scheduling resources and developing staff.
• Monitor and report on the performance of the Service Desk.
• Act as an escalation point for complex technical issues.

Skills

Customer service management

ITIL Service Management certification

Excellent communication skills

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.

Managing a team of Service Desk Analysts, the successful candidate will ensure that the service provided to colleagues is of the highest possible quality whilst meeting Service Level Agreements and Key Performance Indicators.

Our ideal candidate will have experience of managing a customer facing service desk or call centre environment, be ITIL Service Management certified and have excellent written and verbal communication skills, with the ability to explain complex digital information in a way that both technical and non-technical colleagues can understand.

The Service Desk is based at Eastbourne DGH and currently operates from 8am - 6pm Monday to Friday, although the hours of operation may be extended in future to meet service demand.

Responsibilities

• Reporting to the Digital Operations Manager, the successful candidate will lead and line manage the Service Desk team and be responsible for scheduling resources and developing staff to agreed levels of competency.
• Provide statistical information, monitoring and reporting on the performance of the Service Desk, which feeds into the monthly Digital Integrated Performance Review and other reporting as required.
• 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 that, in the event of a serious incident, the team fulfils its role as set out in the Digital Major Incident Plan.

Qualifications

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

Benefits

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

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

Additional Information

Statement on the Use of AI

We value the individuality that each candidate brings to the application process. While we understand that AI tools are widely available, we strongly discourage applicants from using AI-generated content when applying for jobs with us. We believe that your application should reflect your true skills, experiences, and motivations, which are best conveyed through your own words and unique perspective. Using AI for your application may not accurately represent your knowledge, skills, and experience and may result in a disconnect between your qualifications and our assessment of your application.

We encourage applicants to take the time to thoughtfully complete their applications; by doing so, you allow us to better understand your true potential and ensure a fair and transparent evaluation of your application. Over reliance on AI-generated content may diminish your chance of success.

Please see the attached job description and person specification. If you would like further information, please do not hesitate to contact us.

This advert closes on Tuesday 7 Oct 2025