Systems Team Help Desk Manager

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

Job summary

A leading healthcare provider in the UK is seeking a Systems Help Desk Manager to oversee the operations of the help desk and lead projects that enhance clinical information systems. This role requires management experience and strong interpersonal skills, along with a relevant qualification in project management. The position offers the opportunity for flexible working arrangements and aims to improve service delivery and operational effectiveness.

Benefits

27 days annual leave plus bank holidays

Cycle to work scheme

Blue Light Card Discounts

Qualifications

• Experience managing teams and Service Desk operations in complex environments.
• Ability to work well under pressure and produce timely reports.
• Strong customer service orientation and communication skills.

Responsibilities

• Oversee operations of the Systems Help Desk.
• Lead projects to advance clinical information systems.
• Identify opportunities for operational improvements.

Skills

Management skills

Excellent inter-personal skills

Experience in producing performance reports

Experience of managing a Service Desk function

Education

Educated to degree level

Project Management Qualification

Service Desk qualification

Tools

MS Office Packages

Job description

This position entails managerial responsibility for the efficient and effective operation of the Systems Help Desk. The post holder will serve as the Systems Help Desk Manager on projects requiring specialist knowledge of operational processes. These projects will vary in scope and complexity and may require oversight of other team members involved in their execution. A critical component of this role is the strategic planning, coordination, and management of operational requirements to ensure objectives are met, alongside the production of relevant reports to demonstrate progress.

Main duties of the job

As an integral member of the team, the post holder will:

• Oversee Business System Administration for the live operation of all systems.
• Develop and provide routine operational guidance and user support, including system maintenance.
• Lead and contribute to projects focused on the support and advancement of the clinical information system.
• Drive the continuous development of all systems, ensuring the realization of their benefits.

Members of the Systems Team are expected to act as change agents and champions of the system, fostering engagement and supporting Trust staff in all forms of electronic recordkeeping. Additionally, the role involves actively reviewing, managing, and enhancing customer service support, system corrections, and training across all systems managed within the Systems Team. The Systems Help Desk Manager is responsible for the governance and oversight of the help desk, ensuring the team is empowered to achieve its operational and business objectives while maintaining financial accountability. The post holder is expected to identify opportunities for cost savings and profitability improvements, while also enhancing the profile and effectiveness of the service desk operation.

About us

Greater Manchester Mental Health (GMMH) Foundation Trust employs over 7000 members of staff, who deliver services from more than 122 locations.

We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford, Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.

Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.

Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.

Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.

Job responsibilities

Please see attached job description and person specification

• 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
• Cycle to work scheme
• Salary sacrifice car scheme
• Blue Light Card Discounts

Other Requirements

• The ability to work unsocial hours, as the need arises
• Car driver required (except where a supported driver arrangement can be provided under the Disability Discrimination Act
• Flexibility is essential as taking part in On Call out of hours rota is necessary to support the needs of the business

Education/Qualifications

• Educated to degree level or possess equivalent level of experience
• Project Management Qualification (e.g. Prince 2) or equivalent level of experience
• Service Desk qualification or equivalent experience
• Management or leadership training

Skills/Experience

• Experience of managing a Service Desk function within a large and complex organisation
• Excellent inter-personal skills: diplomatic and able to inspire users and team confidence
• Experience in producing performance reports for senior management
• Ability to work well under pressure and at a high work rate
• Demonstrable contribution to the delivery of successful projects
• Experience of operating systems and back-end software
• Experience of staff supervision and appraisals
• Experience in continual service improvement of the Service Desk function
• Implementing change within the Help Desk function and wider organisation
• Undertaking internal and external service review meetings
• A working knowledge of the processes operated by GMMH services who operate systems
• Managing projects using recognised project management approaches
• Using initiative, prioritising workload and managing competing demands
• Expertise in using a range of MS Office Packages
• Facilitating groups to reach a shared goal
• User Acceptance Testing of electronic systems

Knowledge

• Knowledge of delivering services in an ITIL service environment Knowledge
• Expert Knowledge of Service Desk standards and principles
• High awareness of Customer Care - the Help Desk is a high profile function and is the users' first point of contact
• ITIL principles and procedures
• DoH Clinical safety requirements for electronic systems

Other Abilities

• Excellent oral, written communication and presentation skills to communicate to a wide range of stakeholders
• Ability to establish and maintain effective working relationships with other colleagues
• Ability to coach team members and provide necessary training to improve skillsets
• Ability to motivate, influence and negotiate with others
• Ability to problem solve and take appropriate actions
• Demonstrable, sound organisational skills and ability to work to deadlines
• Customer service orientated
• Determined, driven & decisive
• Able to respond to ever changing requirements and demands
• Ability to gain commitment and support of peers
• The ability to drive and adopt change
• Negotiation, influencing and persuading skills
• Responsive to change and ideas; adaptable and flexible working pattern
• Ability to deal confidently with third party suppliers and build effective working relationships
• Ability to disseminate complex information to others
• Ability to use data to make recommendations
• Ability to interpret requirements to achieve shared goals

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.

Full-time,Flexible working,Home or remote working