Job summary
This challenging post will require the post holder (under limited direction) to oversee the management and development of the Trusts Desktop Support function throughout the sites that compromise the Trust. The post holder will also be expected manage the procurement, delivery, and management of all desktop computing meeting Trust requirements. The post holder will also be required to lead desktop support teams across all sites providing install and break fix to departmental SLA's.
- Interview Date: 31 January 2023
-
37 hours 30 minutes/week
You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate.The method of payment is a salary deduction from your first month's pay.
Newcastle Hospitals encourages all staff and volunteers who are appointed to join the Trust to be fully vaccinated against COVID-19.
Main duties of the job
The post holder will be required to act as Trust Desktop Support Manager and have the following responsibilities:o Represent the Trust and its IT department to other departments and external organisations.o Manage the extensive desktop computing estate owned by the Trust and its partners.o Assist the Service Support Manager in managing performance of the IT department, including relevant analysis and suggestion / implementation of performance improvement recommendations inline with ITiL best practices.o Lead, manage and develop the Desktop Support Teams to integrate the requirements of IT services with networks, systems, and applications to deliver a seamless IT service.o Be a lead technical expert and advisor to Project teams , advising on the technical requirements and best practice for secure desktop and peripheral device management.o Participate in the recruitment process specifically short-listing and interviewing with the Service Support Manager and the other section Managers.o Assess Change implementation options, benefits, and risks, and recommends most appropriate direction
About us
Newcastle Hospitals NHS Foundation Trust is one of the busiest, largest and most successful teaching NHS foundation trusts in the country, with over 18,000 staff and an annual income of £1 billion.
Rated 'Outstanding' by theCQC for the second consecutive time in 2019, we have a long history of providing high quality care, clinical excellence, and innovation in medical research regionally, nationally and internationally.
We're also proud to be the second largest provider of specialised services in the country. This means we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.
Our staff oversee around 1.84 million patients 'contacts' each year, delivering high standards of healthcare.
We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.
Job description
Job responsibilities
Main duties of the job
Contribute to the development and implementation of Disaster Recovery policies. Understanding of desktop operating systems of various configurations. Prioritise and plan the daily and weekly, monthly work patterns for the Desktop Support Teams. Responsible for the day-to-day running of the Desktop Support Team Develop a customer centric culture with the Desktop Support Team and promote across the department. Liaise with other Section Managers over the specification, procurement and installation of the end user access infrastructure required to support the Trust. Liaise with other Section Managers over to ensure the right level of knowledge and tools are available to the Trust IT Technical Support Services staff. Liaise with other Section Managers ensuring proactive maintenance on all IT systems is in place where possible. Liaise with other Section Managers over the implementation and adherence to relevant Trust and national policies and standards within the department and where appropriate within the Trust. Deputies for the Service Support Manager when requiredProject Management Skills within prince2 framework Define project scope, objectives, and client requirements Create project schedule, cost/financial plan, risk mitigation plan, communications plan, quality plan, change control plan, and resource plan to meet project goals within the project scope, timeline, and budget Create a participative, collaborative work environment Mentor and coach for team members Balance development of personnel needs with requirements of engagement Identify and communicate follow-on opportunities and implications of current workPerformance monitoring of all areas of the Service including: Quality controls on fault logging and prioritisation of Incidents by Service Desk Scheduling of faults on Infrastructure services to provide a consistent service Production of Service Level reports to support business requirements Reporting on any Incidents not logged via the Service Desk Escalation of incidents
Job Purpose
The post holder will support the Service Support Manager and:
- Be responsible for managing the Trusts Desktop Support and delivery service, ensuring that the service delivered is of high quality against agreed service levels
- Inventory and asset management of the Trusts extensive desktop computing environment.
- To resolve Incidents and fulfil Service Requests that have been assigned to the 2nd Line Desktop Team Resolver Group(s) within the required Service Levels
- Monitor, measure, and report on KPIs and SLAs
- Capable of providing project management and can serve as a lead for enterprise roll-out solutions utilising automated process (SMS)
- Review current practice and implement service improvement plans within an ITIL framework.
- Ensures that assigned projects are completed to time and budget constraints.
- Work with Trust staff, partners, and vendors to in the procurement of solutions.
- Formally document, present and organise necessary design documentation for complex infrastructure integration.
- Review vendor specifications.
- Lead integration discussions with vendors, partners, and other sites.
- Write:
o Supporting documentation for infrastructure including operations procedures for deployment and maintenance.
o Trouble-shooting documentation for support and maintenance.
o Document, troubleshoot and correct intermittent problems. Offer alternative support solutions where necessary as systems or business processes are upgraded and/or replaced.
- Provide ongoing troubleshooting, support, and maintenance of product applications, including potential 24/7 on call coverage
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Job description
Job responsibilities
Main duties of the job
Contribute to the development and implementation of Disaster Recovery policies. Understanding of desktop operating systems of various configurations. Prioritise and plan the daily and weekly, monthly work patterns for the Desktop Support Teams. Responsible for the day-to-day running of the Desktop Support Team Develop a customer centric culture with the Desktop Support Team and promote across the department. Liaise with other Section Managers over the specification, procurement and installation of the end user access infrastructure required to support the Trust. Liaise with other Section Managers over to ensure the right level of knowledge and tools are available to the Trust IT Technical Support Services staff. Liaise with other Section Managers ensuring proactive maintenance on all IT systems is in place where possible. Liaise with other Section Managers over the implementation and adherence to relevant Trust and national policies and standards within the department and where appropriate within the Trust. Deputies for the Service Support Manager when requiredProject Management Skills within prince2 framework Define project scope, objectives, and client requirements Create project schedule, cost/financial plan, risk mitigation plan, communications plan, quality plan, change control plan, and resource plan to meet project goals within the project scope, timeline, and budget Create a participative, collaborative work environment Mentor and coach for team members Balance development of personnel needs with requirements of engagement Identify and communicate follow-on opportunities and implications of current workPerformance monitoring of all areas of the Service including: Quality controls on fault logging and prioritisation of Incidents by Service Desk Scheduling of faults on Infrastructure services to provide a consistent service Production of Service Level reports to support business requirements Reporting on any Incidents not logged via the Service Desk Escalation of incidents
Job Purpose
The post holder will support the Service Support Manager and:
- Be responsible for managing the Trusts Desktop Support and delivery service, ensuring that the service delivered is of high quality against agreed service levels
- Inventory and asset management of the Trusts extensive desktop computing environment.
- To resolve Incidents and fulfil Service Requests that have been assigned to the 2nd Line Desktop Team Resolver Group(s) within the required Service Levels
- Monitor, measure, and report on KPIs and SLAs
- Capable of providing project management and can serve as a lead for enterprise roll-out solutions utilising automated process (SMS)
- Review current practice and implement service improvement plans within an ITIL framework.
- Ensures that assigned projects are completed to time and budget constraints.
- Work with Trust staff, partners, and vendors to in the procurement of solutions.
- Formally document, present and organise necessary design documentation for complex infrastructure integration.
- Review vendor specifications.
- Lead integration discussions with vendors, partners, and other sites.
- Write:
o Supporting documentation for infrastructure including operations procedures for deployment and maintenance.
o Trouble-shooting documentation for support and maintenance.
o Document, troubleshoot and correct intermittent problems. Offer alternative support solutions where necessary as systems or business processes are upgraded and/or replaced.
- Provide ongoing troubleshooting, support, and maintenance of product applications, including potential 24/7 on call coverage
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Person Specification
Qualifications & Education
Essential
- Higher degree/Masters in an IT related subject or has acquired the equivalent skills and knowledge via an extensive portfolio of practical experience
- Driving Licence
Desirable
- ITIL foundation (v3 or v4) level as minimum certification
- Microsoft Certified Professional or other relevant technical certifications or qualifications
Knowledge & Experience
Essential
- Knowledge of procurement and practical hardware systems management.
- Extensive Inventory and Asset management knowledge
- Line management experience: recruiting, performance appraisals, mentoring, corrective actions, leadership
- Experience of serving as a lead resource for dealing with challenging technical or business issues.
- Has advanced knowledge in a desktop management to create solutions for highly complex business situations
- Have experience of realising business benefits derived from project deliverables
Desirable
- Knowledge and experience of using a Service Desk software tools
- Has experience in project management techniques, ideally holding a recognised project management qualification.
Skills & Abilities
Essential
- The ability to converse fluently, logically, and confidently with a wide range of levels of staff
- Effective co-ordination skills and can prioritise and execute competing activities
Desirable
- Analytical skills including the ability to handle numerical data and statistics
Values I Behavioural I Attitudes
Essential
- Demonstrable planning, organisation, prioritisation, and time management skills - applying resourceful, structured, and methodical approach to a complex workload
- Proven record of delivering work to deadlines under pressure
Person Specification
Qualifications & Education
Essential
- Higher degree/Masters in an IT related subject or has acquired the equivalent skills and knowledge via an extensive portfolio of practical experience
- Driving Licence
Desirable
- ITIL foundation (v3 or v4) level as minimum certification
- Microsoft Certified Professional or other relevant technical certifications or qualifications
Knowledge & Experience
Essential
- Knowledge of procurement and practical hardware systems management.
- Extensive Inventory and Asset management knowledge
- Line management experience: recruiting, performance appraisals, mentoring, corrective actions, leadership
- Experience of serving as a lead resource for dealing with challenging technical or business issues.
- Has advanced knowledge in a desktop management to create solutions for highly complex business situations
- Have experience of realising business benefits derived from project deliverables
Desirable
- Knowledge and experience of using a Service Desk software tools
- Has experience in project management techniques, ideally holding a recognised project management qualification.
Skills & Abilities
Essential
- The ability to converse fluently, logically, and confidently with a wide range of levels of staff
- Effective co-ordination skills and can prioritise and execute competing activities
Desirable
- Analytical skills including the ability to handle numerical data and statistics
Values I Behavioural I Attitudes
Essential
- Demonstrable planning, organisation, prioritisation, and time management skills - applying resourceful, structured, and methodical approach to a complex workload
- Proven record of delivering work to deadlines under pressure
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.
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
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.
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).
