IT Service Desk Team Leader (Band 5)

Airedale NHS Foundation Trust

This job is now closed

Job summary

The jobholder will be responsible for the provision of IT Support & Implementation Services to all users of the Trust's ICT infrastructure.Leading a team of IT Service Desk Officers, the jobholder will supervise the first and second line support workload using the Service desk incident management system, investigating and resolving routine and complex hardware and software faults in a timely manner.

Working to tight SLA timescales the jobholder will prioritise incidents depending on the business impact using the ITIL methodology of Service Support.The jobholder will work closely with the IT Support Manager to maintain, audit and continually evolve the IT Support Knowledge Base.

This role will be expected to participate in a 24/7 on-call rota and planned maintenance activities outside of core office hours as required by the business, covering the main hospital site and offsites.

The jobholder will be working Monday to Friday - 37.5 hours per week.

Main duties of the job

1. Supervise the IT Helpdesk Officers including workload, annual leave and rota's2. Manage escalations received through the IT Service Desk, end users and support IT Helpdesk Officers and take ownership until a satisfactory conclusion has been reached.3. Ensure that IT Kit Deployments are undertaken aligned with Trust KPI's, in accordance with Priority Level/deadlines and also that the organisation Asset Management library is updated in real time4. To undertake training relevant to the development of the role.5. To comply with and enforce the policies and procedures of the Trust6. Write scripts that will be added to the knowledge base that will aid first time resolution7. Manage conflicting priorities to meet the ICT Support Teams SLA's and KPI's8. Motivate a team of technical people9. Provide practical training to IT Helpdesk Officers10. Review working scripts to ensure they follow ITIL best practice.11. Share best practice with other Analysts to provide a consistent service to end users12. Liaise with external third-party suppliers e.g. Dell and HP to order replacement parts13. Cover IT Support Manager role when required.14. Support and on occasions lead on IT related projects

About us

We are always looking for enterprising and innovative approaches to the way we provide our services. We are a national centre for telemedicine and introduced telehealth to the UK offender healthcare sector and also provide the service to patients in their care homes. Community matters to us and we are supported by 400 dedicated volunteers and have strong links with Bradford University, Craven College and Leeds City College to ensure we inspire the workforce of the future.

We want to attract staff who embrace our 'Right Care' behaviours of compassion, a commitment to quality of care and working together for patients - we want to make these part of our DNA.

You will be working as part of a small team that is dedicated to providing the best IT Infrastructure environment enabling the Trust to provide the best possible healthcare to our patients, visitors and community.

We also work along side our neighbouring Trusts to help deliver the same high standards of healthcare to the whole of West Yorkshire as part of WYAAT and the wider region of Yorkshire.

Date posted

17 April 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£28,407 to £34,581 a year Per annum

Contract

Permanent

Working pattern

Full-time

Reference number

423-6084401

Job locations

Airedale General Hospital

Skipton Road. Steeton

Keighley

BD20 6TD

Job description

Job responsibilities

For further information and full details of the job role please see the attached job description and person specification.

Job description

Job responsibilities

For further information and full details of the job role please see the attached job description and person specification.

Person Specification

Knowledge

Essential

Knowledge of the NHS Constitution & 'Understanding the New NHS'
Experience on IT infrastructure gained within an enterprise environment
Knowledge of IT "best practice" standards, procedures, policies, and protocols
Thorough understanding of Information Governance
Expertise in the following areas: - Maintenance of the Trust's IT assets - Office 365 - NHS Shared Tenant - Network (Ethernet & Wi-Fi) - Service Availability - Microsoft Active Directory - Group Policies

Desirable

Knowledge and experience of working in Healthcare environment
Knowledge of the following - Dell Hardware and Infrastructure - Asset management tools - Cisco ISE - Microsoft SQL - VMWare vSphere - Cybersecurity knowledge - Mobile Device Management platforms (Intune, Workspace One)

Qualifications

Essential

A Levels or International Baccalaureate or relevant experience

Desirable

ITIL
MSCE

Experience

Essential

Experience working within an IT department

Desirable

Experience working within NHS
Experience in working as part of an IT support team
Line Management Experience

Skills

Essential

Ability to understand, interpret and communicate complex IT Functionality issues, whilst working under extreme pressure
Analyse, investigate and resolve complex IT issues/problems
Able to communicate effectively with all levels of staff both within and external to the organisation

Other

Essential

Flexible approach to working hours
Hold a FULL, UK clean driving license.
Access to own transport - mandatory due to requirement to provide IT support services across all sites.
Required to participate in an on-call rota.

Person Specification

Knowledge

Essential

Knowledge of the NHS Constitution & 'Understanding the New NHS'
Experience on IT infrastructure gained within an enterprise environment
Knowledge of IT "best practice" standards, procedures, policies, and protocols
Thorough understanding of Information Governance
Expertise in the following areas: - Maintenance of the Trust's IT assets - Office 365 - NHS Shared Tenant - Network (Ethernet & Wi-Fi) - Service Availability - Microsoft Active Directory - Group Policies

Desirable

Knowledge and experience of working in Healthcare environment
Knowledge of the following - Dell Hardware and Infrastructure - Asset management tools - Cisco ISE - Microsoft SQL - VMWare vSphere - Cybersecurity knowledge - Mobile Device Management platforms (Intune, Workspace One)

Qualifications

Essential

A Levels or International Baccalaureate or relevant experience

Desirable

ITIL
MSCE

Experience

Essential

Experience working within an IT department

Desirable

Experience working within NHS
Experience in working as part of an IT support team
Line Management Experience

Skills

Essential

Ability to understand, interpret and communicate complex IT Functionality issues, whilst working under extreme pressure
Analyse, investigate and resolve complex IT issues/problems
Able to communicate effectively with all levels of staff both within and external to the organisation

Other

Essential

Flexible approach to working hours
Hold a FULL, UK clean driving license.
Access to own transport - mandatory due to requirement to provide IT support services across all sites.
Required to participate in an on-call rota.

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.