Job summary
We have a fantastic opportunity for a Service Desk Manager, who will be responsible for the day-to-day management of the ESHT Digital Service Desk.
The Service Desk is the first point of contact for our 8,000+ colleagues who may want to register a request, report a fault or obtain advice and information about our digital services and equipment. Calls to the team are raised by telephone or via an online portal.
Managing a team of Service Desk Analysts, the successful candidate will ensure that the service provided to colleagues is of the highest possible quality whilst meeting Service Level Agreements and Key Performance Indicators.
Our ideal candidate will have experience of managing a customer facing service desk or call centre environment, be ITIL Service Management certified and have excellent written and verbal communication skills, with the ability to explain complex digital information in a way that both technical and non-technical colleagues can understand.
The Service Desk is based at Eastbourne DGH and currently operates from 8am - 6pm Monday to Friday, although the hours of operation may be extended in future to meet service demand.
Main duties of the job
Reporting to the Digital Operations Manager, the successful candidate will lead and line manage the Service Desk team and be responsible for scheduling resources and developing staff to agreed levels of competency.
They will provide statistical information, monitoring and reporting on the performance of the Service Desk, which feeds into the monthly Digital Integrated Performance Review and other reporting as required.
The postholder will act as an escalation point for complex technical issues and will make informed decisions on further escalation to specialist colleagues.
They will also be expected to continuously look for ways to develop and improve the service provided by the team and ensure that, in the event of a serious incident, the team fulfils its role as set out in the Digital Major Incident Plan.
About us
A wide range of staff benefits are available to our staff including staff development, enrolment in the NHS pension scheme, auto-enrolment to our Temporary Workforce Service, access to onsite nurseries. staff restaurants and accommodation.
In addition to an internal Occupational Health department, all staff also have access to free psychological support through our confidential Employee Assistance Programme. Onsite parking is available from only £50 a year.
There has never been a better time to join East Sussex Healthcare NHS Trust, submit your application today.
Statement on the Use of AI
We value the individuality that each candidate brings to the application process. While we understand that AI tools are widely available, we strongly discourage applicants from using AI-generated content when applying for jobs with us. We believe that your application should reflect your true skills, experiences, and motivations, which are best conveyed through your own words and unique perspective.
Using AI for your application may not accurately represent your knowledge, skills, and experience and may result in a disconnect between your qualifications and our assessment of your application.
We encourage applicants to take the time to thoughtfully complete their applications; by doing so, you allow us to better understand your true potential and ensure a fair and transparent evaluation of your application. Over reliance on AI-generated content may diminish your chance of success.
Job description
Job responsibilities
Please see the attached job description and person specification.
If you would like further information, please do not hesitate to contact us.
Job description
Job responsibilities
Please see the attached job description and person specification.
If you would like further information, please do not hesitate to contact us.
Person Specification
Qualifications
Essential
- Degree in relevant Digital discipline or equivalent level of relevant experience
- ITIL Service Management certified
- Evidence of continued professional development
- Proven experience delivering high quality, responsive services as a Service Desk Manager
Desirable
- Project Management
- Microsoft accreditation
Experience
Essential
- Experience of the management of a customer facing service desk or call centre environment
- Experience of delivering a service to agreed levels of performance
- Experience of managing and developing a team
- Experience of investigating complex technical issues and comparing options before providing resolution
- Experience of leading cycle of improvement within team
- Experience of writing policies and procedures
Desirable
- Experience of working within and IT environment with the NHS or other public sector organisation
Skills
Essential
- Excellent written and verbal communication, able to work with people at all levels
- Able to explain complex IT information so that it is understood by audience
- Knowledge of ITSM, ITAM and ISO9001
- Able to analyse data and use this to inform service improvements
Desirable
- Management of major incidents
- Attendance and participation in Change Board
Freedom to Act
Essential
- Able to manage own workload amidst changing priorities/ competing demands
- Able to make informed decision on when work should be escalated to other teams
- Able to delegate work to own members of staff
- Delivery of objectives for self and team
Person Specification
Qualifications
Essential
- Degree in relevant Digital discipline or equivalent level of relevant experience
- ITIL Service Management certified
- Evidence of continued professional development
- Proven experience delivering high quality, responsive services as a Service Desk Manager
Desirable
- Project Management
- Microsoft accreditation
Experience
Essential
- Experience of the management of a customer facing service desk or call centre environment
- Experience of delivering a service to agreed levels of performance
- Experience of managing and developing a team
- Experience of investigating complex technical issues and comparing options before providing resolution
- Experience of leading cycle of improvement within team
- Experience of writing policies and procedures
Desirable
- Experience of working within and IT environment with the NHS or other public sector organisation
Skills
Essential
- Excellent written and verbal communication, able to work with people at all levels
- Able to explain complex IT information so that it is understood by audience
- Knowledge of ITSM, ITAM and ISO9001
- Able to analyse data and use this to inform service improvements
Desirable
- Management of major incidents
- Attendance and participation in Change Board
Freedom to Act
Essential
- Able to manage own workload amidst changing priorities/ competing demands
- Able to make informed decision on when work should be escalated to other teams
- Able to delegate work to own members of staff
- Delivery of objectives for self and team
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).
