IT Service Desk 2nd Line Team Leader

Oxford Health NHS Trust

The closing date is 14 November 2024

Job summary

We are recruiting for an IT Service Desk 2nd Line Team Leader to join our IM&T Team based at Littlemore Mental Health Centre in Oxford.

You'll be leading a team of five technicians providing a high level of 2nd line support to our customer base across the Trust for desktops, laptops, mobile devices, peripherals, and systems in accordance with our Service Level Agreement.

As the key escalation point for all technician queries, you'll be the primary interface with other IT resolving groups, leading on incident management, ensuring processes are being correctly applied and escalated to the appropriate management team.

You'll use your expertise to detect, diagnose and resolve customer issues remotely to increase efficiency and produce metrics with applicable statistics for senior management that can be reviewed and used to inform service improvements.

If you have a technical background, experience of working within a service desk and enjoy complex problem solving for a wide customer base, we would love to hear from you!

This role requires travel to various sites across the Trust to resolve issues as required. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2010 where required.

Main duties of the job

Lead, organise and motivate the 2nd line technical team, responding to service level agreements and meeting customer needs in a timely and professional manner.
Recruit, train and appraise the team along with organising the on-call out of hours Rota.
Produce for the service desk manager and other senior management performance and statistics that can be reviewed and input to service improvements.
To interface with our third party providers service desks in a professional manner and to escalate and resolve third party issues with the appropriate teams.
Ensure all team documentation is developed, maintained and published in accordance with departmental standards.

Please refer to the job description attached for a comprehensive list of duties

About us

Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.

Our services are delivered at community bases, hospitals, clinics and people's homes, delivering care as close to home as possible

Our vision is that no matter who you are or where you are, you will tell us that you receive:"Outstanding care delivered by an outstanding team"

Our values are:"Caring, safe and excellent"

At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include:

Excellent opportunities for career progression
Access to tailored individual and Trust wide learning and development
27 days annual leave, plus bank holidays, rising to 33 days with continuous service
NHS Discount across a wide range of shops, restaurants and retailers
Competitive pension scheme
Lease car scheme
Cycle to work scheme
Employee Assistance Programme
Mental Health First Aiders
Staff accommodation (please note waiting lists may apply)
Staff networking and support groups hosted by our Equality, Diversity & Inclusion team

Date posted

31 October 2024

Pay scheme

Agenda for change

Band

Band 6

Salary

£37,338 to £44,962 a year per annum | pro rata

Contract

Permanent

Working pattern

Full-time

Reference number

267-CS6746058

Job locations

Littlemore Mental Health Centre

Oxford

OX4 4XN

Job description

Job responsibilities

Please refer to the job description and guidance notes attached for further information on this role

Job description

Job responsibilities

Please refer to the job description and guidance notes attached for further information on this role

Person Specification

Knowledge

Essential

Extensive knowledge of Microsoft Office Applications and OS, including in-depth troubleshooting.
Previous knowledge of working on an IT Service Desk
Knowledge of IT Service Desk Systems and Processes
Extensive working knowledge of desktop/laptop hardware, including in-depth troubleshooting

Desirable

Extensive technical troubleshooting experience of 0365 and Windows OS

Qualifications

Essential

Evidence of formal education or experience (Degree or A Level or equivalent)
Microsoft Accreditation Certification

Desirable

ITIL Service Management (Foundation)

Experience

Essential

Previous Experience of working in an IT support role
Extensive experience of troubleshooting in an IT customer facing environment
Previous experience of establishing positive relationships, communication and influence at all levels, both with colleagues and customers
Proven ability of organisation skills, attention to detail, meeting deadlines and service level agreements
Excellent interpersonal and communications skills, both written and verbal.
Experience of leading a service desk team

Desirable

Previous experience of managing people
Previous experience of Change management
Previous NHS Experience

Person Specification

Knowledge

Essential

Extensive knowledge of Microsoft Office Applications and OS, including in-depth troubleshooting.
Previous knowledge of working on an IT Service Desk
Knowledge of IT Service Desk Systems and Processes
Extensive working knowledge of desktop/laptop hardware, including in-depth troubleshooting

Desirable

Extensive technical troubleshooting experience of 0365 and Windows OS

Qualifications

Essential

Evidence of formal education or experience (Degree or A Level or equivalent)
Microsoft Accreditation Certification

Desirable

ITIL Service Management (Foundation)

Experience

Essential

Previous Experience of working in an IT support role
Extensive experience of troubleshooting in an IT customer facing environment
Previous experience of establishing positive relationships, communication and influence at all levels, both with colleagues and customers
Proven ability of organisation skills, attention to detail, meeting deadlines and service level agreements
Excellent interpersonal and communications skills, both written and verbal.
Experience of leading a service desk team

Desirable

Previous experience of managing people
Previous experience of Change management
Previous NHS Experience

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