Service Desk Manager 1st Line

East of England Ambulance Service

This job is now closed

Job summary

EAST is looking to a appoint a Service Desk Manager with suitable qualifications and personal attributes to lead a team of Digital 1st line support colleagues, providing first contact resolution for IT faults and IT requests.

Please ensure you application relates to the essential criteria and demonstrates your skills and abilities.

Main duties of the job

Leadership/ performance management for up to 10 colleagues.

Managing inbound contacts to ensure achievement of service targets.

Managing resolution of IT faults and IT requests to ensure achievement of service targets.

Ensuring the quality of service achieves service targets.

About us

EEAST is in the process of executing a 5 year Digital Strategy to remediate technical debt and introduce modern, integrated digital systems to improve the care provided to patients.

Date posted

19 May 2023

Pay scheme

Agenda for change

Band

Band 7

Salary

£41,659 to £47,672 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

247-SS-SDMan-1st-0123-A

Job locations

Chelmsford HQ

Broomfield

Chelmsford

CM1 7WS

Job description

Job responsibilities

Identifying and executing opportunities to "shift left" resolution of IT faults and IT requests to the end user of the Trusts digital services. Performance managing the team. Developing the team and supporting individuals to move through the wider Digital organisation in the Trust. Leading resourcing and recruitment as needed.

Job description

Job responsibilities

Person Specification

Qualifications

Essential

ITIL Foundation Certification.
Degree in IT or equivalent knowledge/experience.

Desirable

Project/ Programme Management Certification. Microsoft Certification.

Knowlegde & Experience

Essential

Knowledge of commercial contracts/service level agreements.
People management/leadership skills.
Knowledge of IT service lifecycle processes.

Desirable

Broad knowledge of IT ecosystems including on premises and cloud-based technologies.
Minimum 4 years' working on/leading an IT Service Desk.
Experience of network management systems and network monitoring.
Experience of computer aided dispatch systems and their associated interfaces.
Experience of radio systems, including analogue and digital services.

Personal Qualities, Abilities and Attributes

Essential

Able to communicate technical information to non-technical staff in a way they can understand it.
Ability to prioritise own workload and assess importance of tasks.
Ability to travel between sites; full driving licence/own car.
Able to communicate well with staff at all levels of the organisation and show tact and discretion.
Ability to concentrate and deal with unpredictable interruptions.

Person Specification

Qualifications

Essential

ITIL Foundation Certification.
Degree in IT or equivalent knowledge/experience.

Desirable

Project/ Programme Management Certification. Microsoft Certification.

Knowlegde & Experience

Essential

Knowledge of commercial contracts/service level agreements.
People management/leadership skills.
Knowledge of IT service lifecycle processes.

Desirable

Broad knowledge of IT ecosystems including on premises and cloud-based technologies.
Minimum 4 years' working on/leading an IT Service Desk.
Experience of network management systems and network monitoring.
Experience of computer aided dispatch systems and their associated interfaces.
Experience of radio systems, including analogue and digital services.

Personal Qualities, Abilities and Attributes

Essential

Able to communicate technical information to non-technical staff in a way they can understand it.
Ability to prioritise own workload and assess importance of tasks.
Ability to travel between sites; full driving licence/own car.
Able to communicate well with staff at all levels of the organisation and show tact and discretion.
Ability to concentrate and deal with unpredictable interruptions.

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information