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Oxford Health NHS Trust

IT Service Desk 2nd Line Team Leader

The closing date is 31 August 2025

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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 is a full-time role with travel required across various sites within our Trust. 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

Details

Date posted

26 August 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

267-CS7260991

Job locations

Littlemore Mental Health Centre

Oxford

OX4 4XN


Job description

Job responsibilities

We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the supporting statement element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.

The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.

Job description

Job responsibilities

We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the supporting statement element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.

The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.

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.

Employer details

Employer name

Oxford Health NHS Trust

Address

Littlemore Mental Health Centre

Oxford

OX4 4XN


Employer's website

https://www.oxfordhealth.nhs.uk (Opens in a new tab)

Employer details

Employer name

Oxford Health NHS Trust

Address

Littlemore Mental Health Centre

Oxford

OX4 4XN


Employer's website

https://www.oxfordhealth.nhs.uk (Opens in a new tab)

Employer contact details

For questions about the job, contact:

IT Service Desk Manager

Umar Mahmood

umar.mahmood@oxfordhealth.nhs.uk

07548647292

Details

Date posted

26 August 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

267-CS7260991

Job locations

Littlemore Mental Health Centre

Oxford

OX4 4XN


Supporting documents

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