Job summary
The IT Service Desk Manager role will be to manage and control the service desk and enable and empower the team to achieve their operational and business objectives whilst adhering to operational budgets. You are expected to highlight areas for potential cost savings and for increasing profitability whilst building the profile and standing of the service desk operation.
Main duties of the job
Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function.
- Take direct responsibility for Team Leader's, advise and mentor as required.
- Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives.
- Business awareness; display a working understanding of the trust and an appreciation of the business applications.
- manage the service desk team and instil a customer service culture that excels.
- Manage conflict and mediation both inside the team and between teams/services.
- Provide leadership to the Service Desk team from both a technical escalation points for direct reports and a management escalation point for strategic and operational decisions.
About us
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
- Season Ticket Loans
- NHS discounts for staff
- Excellent Training facilities and opportunities
- Buying and Selling annual leave scheme
- The opportunity to work bank shifts and expand knowledge and experience in other areas
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
Job description
Job responsibilities
- Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function.
- Take direct responsibility for Team Leaders, advise and mentor as required.
- Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives.
- Business awareness; display a working understanding of the trust and an appreciation of the business applications.
- manage the service desk team and instil a customer service culture that excels.
- Manage conflict and mediation both inside the team and between teams/services.
- Provide leadership to the Service Desk team from both a technical escalation points for direct reports and a management escalation point for strategic and operational decisions.
- Manage performance, ensuring agreed SLAs and KPIs are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.
- Conduct regular service review meetings with other management and business leads.
- The post holder will be responsible for assisting the Head of IT customer Experience and to achieve the KPIs and SLAs as defined for the department.
- Produce monthly service performance reports.
- Work with internal IT teams to reduce aged calls.
- Identifying and developing any opportunities to enhance support to the business and customers.
- Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files.
- Ensure that service requests are processed in line with the agreed SLA (Service Level Agreements) and escalation parameters
- Work alongside the Escalations Manager to follow up on incidents with users to ensure customer satisfaction.
- To provide leadership and support for all aspects of projects where required including but not limited to planning, reporting and internal resource management.
- To maintain relationships with interfacing business functions and other IT functions
- Involve and seek feedback from stakeholders with regards to projects, policies and service levels
- Facilitate and support the transition of new services into live support.
- To ensure that for users the IT support function is efficient, effective and adapts to changing circumstances.
- To implement service standards, developing common systems and processes
- To take responsibility for the performance management and development of the team
- Ensure processes are in place for monitoring the quality of interactions with the Service Desk to enable effective performance management and customer satisfaction.
- To act as a mentor to junior members, sharing skills, knowledge and experiences
- To define best practices and protocol in service desk development and design
- To be aware of, and to adhere to, all Trust policies and procedures.
- To plan, develop, implement, document and review procedures and processes to improve service desk function and store in an easily accessible central repository.
- To engage fully with the Major Incident and Incident Management processes
- To co-ordinate and organise, the Information Technology Team's "out-of-hours" support programme.
- To make sure that the quality and appropriateness of the IVR messages are suitable at all times.
- To maintain an up-to-date awareness of IT technologies and developments. This may involve attending seminars, training events and reading relevant journals and technical documentation.
Job description
Job responsibilities
- Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function.
- Take direct responsibility for Team Leaders, advise and mentor as required.
- Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives.
- Business awareness; display a working understanding of the trust and an appreciation of the business applications.
- manage the service desk team and instil a customer service culture that excels.
- Manage conflict and mediation both inside the team and between teams/services.
- Provide leadership to the Service Desk team from both a technical escalation points for direct reports and a management escalation point for strategic and operational decisions.
- Manage performance, ensuring agreed SLAs and KPIs are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.
- Conduct regular service review meetings with other management and business leads.
- The post holder will be responsible for assisting the Head of IT customer Experience and to achieve the KPIs and SLAs as defined for the department.
- Produce monthly service performance reports.
- Work with internal IT teams to reduce aged calls.
- Identifying and developing any opportunities to enhance support to the business and customers.
- Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files.
- Ensure that service requests are processed in line with the agreed SLA (Service Level Agreements) and escalation parameters
- Work alongside the Escalations Manager to follow up on incidents with users to ensure customer satisfaction.
- To provide leadership and support for all aspects of projects where required including but not limited to planning, reporting and internal resource management.
- To maintain relationships with interfacing business functions and other IT functions
- Involve and seek feedback from stakeholders with regards to projects, policies and service levels
- Facilitate and support the transition of new services into live support.
- To ensure that for users the IT support function is efficient, effective and adapts to changing circumstances.
- To implement service standards, developing common systems and processes
- To take responsibility for the performance management and development of the team
- Ensure processes are in place for monitoring the quality of interactions with the Service Desk to enable effective performance management and customer satisfaction.
- To act as a mentor to junior members, sharing skills, knowledge and experiences
- To define best practices and protocol in service desk development and design
- To be aware of, and to adhere to, all Trust policies and procedures.
- To plan, develop, implement, document and review procedures and processes to improve service desk function and store in an easily accessible central repository.
- To engage fully with the Major Incident and Incident Management processes
- To co-ordinate and organise, the Information Technology Team's "out-of-hours" support programme.
- To make sure that the quality and appropriateness of the IVR messages are suitable at all times.
- To maintain an up-to-date awareness of IT technologies and developments. This may involve attending seminars, training events and reading relevant journals and technical documentation.
Person Specification
Experience
Essential
- 3 years experience in managing IT Staff in a support capacity
- Experience of managing an IT service desk for a large organisation
Desirable
- Projects and transition to operational service
- Implementing change within the Service Desk function and wider organisation
Qualifications
Essential
- ITIL foundation or intermediate
Desirable
- Advanced knowledge of Microsoft Excel
Person Specification
Experience
Essential
- 3 years experience in managing IT Staff in a support capacity
- Experience of managing an IT service desk for a large organisation
Desirable
- Projects and transition to operational service
- Implementing change within the Service Desk function and wider organisation
Qualifications
Essential
- ITIL foundation or intermediate
Desirable
- Advanced knowledge of Microsoft Excel
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
