Service Desk Manager
South Western Ambulance Service NHS Foundation Trust
The closing date is 13 April 2025
Job summary
Reporting directly to the ICT Services Manager, the post holder will be part of the technical IT team. The post holder is responsible for manging the Trust's Customer Service Analysts and the service they provide in both Exeter and Bristol, regular travel between sites will be expected.
The Service Desk Manager is an experienced manager whose expertise is in providing a customer focused Service Desk service using various channels of communication with their customers, in a very busy and challenging environment.
The Service Desk Manager will manage the full life cycle of all Service Desk related Incidents, Problems and Changes in accordance with the Information Technology Infrastructure Library (ITIL) v4 standard.
Main duties of the job
Responsible for providing a customer focused Service Desk service for Trust wide IT Incidents, Service Requests, Problems and Changes in accordance with the Information Technology Infrastructure Library (ITIL) v4 standard. Ensuring that all Service Desk Analysts log all work undertaken in the appropriate system, to the appropriate quality standard in accordance with agreed timescales.
Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) will define the expected level of service the Service Desk Manager will be expected to achieve. Supported by regular customer satisfaction questionnaires and internal audits to review the overall quality of the service being provided
The Service Desk Manager will manage their team's activities via real time wallboards and queue management reports. Each week and month the Service Desk Manager will use a range of historic reports to ensure adherence to SLA's, KPI's and service quality. For example, drawing information from different sources and reports, some of which may be in different formats, using qualitative and quantative data to draw a range of conclusions for performance, SLA and KPI adherence. Interpret results, make judgements in areas of performance, process and service improvement. Devise strategies to implement improved ways of working and address under performance issues. Deliver tangible results to the Trust for IT service and quality.
About us
Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.
We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.
The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes and bars.
If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples' lives, then we would love to hear from you.
In return we will equip you with the skills and resources you need to thrive in your role.
You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.
Benefits
- Competitive NHS salary
- A standard working week of 37.5 hours
- Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
- Pay enhancements for out of hours, shift and overtime working
- Generous Pension Scheme
- Career and salary progression
- Car leasing scheme
- Free parking across Trust sites
- Staff networks
- Wide range of discounts from various organisations across the UK
Date posted
27 March 2025
Pay scheme
Agenda for change
Band
Band 6
Salary
£37,338 to £44,962 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
202-6982931
Job locations
Trust HQ or Bristol St James
Unit 4 Abbey Court, Eagle Way, Sowton Industrial Estate
Exeter
EX2 7HY
Employer details
Employer name
South Western Ambulance Service NHS Foundation Trust
Address
Trust HQ or Bristol St James
Unit 4 Abbey Court, Eagle Way, Sowton Industrial Estate
Exeter
EX2 7HY
Employer's website
https://www.swast.nhs.uk (Opens in a new tab)
For questions about the job, contact:
Supporting documents
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