About this role
Job summary
Please also note applicants must have the right to work in the UK. We are unable to provide visa sponsorship for this role.
At NHS Greater Manchester Integrated Care Board (ICB), we offer a diverse range of services, providing essential support to front-line health and social care services across Greater Manchester. Our commitment to delivering the best possible customer experience is demonstrated by our numerous accolades, including our prestigious Service Desk Institute 3 Star certification.
We are excited to announce an opportunity to join our IT Services department as a IT Service Desk Team Leader. In this role, you will lead an efficient, responsive, and customer-focused IT Service Desk.
Main duties of the job
- Team Management: Lead a Service Desk team, including recruitment, training, scheduling, one to ones and performance management.
- Service Operations: Oversee incident management, request fulfilment, and configuration management processes, ensuring efficient and effective service delivery.
- Technical Support: Provide high-quality first-line technical support, troubleshooting IT incidents, and escalating to higher levels when necessary.
- Service Quality and Improvement: Monitor service quality, implement process improvements, and maintain system standards.
- Customer Engagement: Gather user information, assess needs, provide solutions, and keep users informed about incident progress.
- Resource Management: Ensure adequate staffing and shift cover, including managing on-call rotas.
- Reporting and Compliance: Generate management reports, maintain IT asset inventories, and ensure accurate documentation of changes and incidents.
- Project Involvement: Participate in projects, major incident management, and the introduction of new applications or services.
- Customer Focus: Promote a customer-centric approach, continuously seeking ways to enhance user satisfaction and service efficiency.
- Operational Standards: Implement and update department policies and procedures as necessary.
About us
Why Join Us?
If you are currently in an IT Service Desk role and looking for your next challenge, this could be the rewarding opportunity you have been seeking. Our NHS Greater Manchester Digital & IT teams play a crucial role in ensuring NHS services are delivered efficiently, effectively, and in a patient-centric manner. As a Service Desk Team Leader, you will be well-placed to reduce service disruption and improve the IT services that our customers rely upon.
Apply today and become a part of a team that makes a difference in the healthcare services across Greater Manchester.
Job description
Job responsibilities
The post holder will manage one of the Service Desk teams and professionally handle incoming requests from Users ensuring that issues are resolved both promptly and thoroughly. They are expected to interpret and/or discuss information with others, which involves terminology or concepts not always familiar to people; deal with a variety of rather complex issues some of which are not always clear and determine the most appropriate course of action from a wide choice of options.
Responsible for ensuring the Incident Management, Request Fulfilment and Configuration Management processes are conducted efficiently and effectively by the Service Desk.
Manage the Service Desk team including recruiting, selecting, inducting, training, assigning, scheduling, communicating job expectations, performance management, appraising, etc.
Provide high-quality and detailed first-line technical support to recognised ITIL good practices for all customers seeking support, advice and assistance on all IT Systems and infrastructure.
Provide advanced level first-line support; analysing, investigating and resolving IT incidents and/or refer to 2nd /3rd line support, based on agreed service levels.
Manages the resourcing and shifts to ensure appropriate cover and staffing is in place for service provision.
Manages and monitors the quality of service delivered and assists with improvements where appropriate for their team.
Thoroughly and efficiently gather user information, assess and fulfil user needs, educate the users where applicable to prevent future contacts
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer/user experience and service delivery.
Monitor and escalate all Incidents according to agreed service levels.
Keep customer/users informed on the status and progress of their reported incidents.
Contribute to and maintain system standards
Manages the on-call rota for their team/area, ensuring service requirements are met
Train staff in the use of Service Desk systems and processes
Ensure all changes are appropriately recorded, risk assessed, categorised, prioritised, authorised, planned, tested, evaluated, released, documented and reviewed in a controlled and standard manner.
Produce regular management information and statistics to advise the Service Desk Manager of service desk performance against service delivery targets.
Use regular management information and statistics to help with the management and performance of the teams
Participate in the management of major incidents where required
Assist in the maintenance of IT asset inventories as required.
Conduct regular customer satisfaction surveys; compile and generate reports.
Develop and implement operational procedures for Service Desk Management Implement department standards, policies & procedures and where appropriate, identify new ones or changes to these.
Document and assess any system or risk management issues and resolve or escalate as appropriate.
Participate in internal and external presentations associated with the introduction of new applications/services
Participate in projects as required.
Champions a customer-focused approach and the delivery of high-quality products that respond to customer needs and delights NHS GM Digital & ITs customers
Contributes to the future business of NHS GM Digital & IT through generating ideas for new or more efficient ways of working in response to customer requirements and self-generated insights.
Prepared to undertake and complete tasks outside of their job description on an as required basis in response to business demands.
The IT Service Desk operates from 7.30am until 6pm, team leaders will work together to cover these hours, with flexibility rather than set shifts.
Person Specification
Essential
- Related degree or equivalent level of experience
- Certification in ITIL
- Significant experience in IT support role
Desirable
- Supervisory experience in a customer-facing environment
- Extensive knowledge of IT desktop hardware and software installation and support processes
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.
Employer details
Employer name
NHS Greater Manchester Integrated Care
Address
St James House
Pendleton Way
Salford
M6 5FW
United Kingdom
Employer's website
https://www.gmsharedservices.nhs.uk/ (Opens in a new tab)