Job summary
We are looking to appoint a confident, motivated ICT Prisons Team ICT ICT Service Manager working within the Trusts IM&T Team. Reporting to the Senior ICT Manager, this is a new role is to manage the ICT Service Desk team, engage with ICT Users to improve the ICT service offering, lead on RA and smartcards, and be the point of communication between the ICT Team and the users.
You will be managing a team of 6 staff (this may rise in the near future), working within a busy ICT team of 40 staff supporting 7,500 users across the entire GMMH footprint.
Main duties of the job
- To develop and maintain appropriate departmental information systems, including testing, requisitioning, help desk database and equipment audits and asset register.
- To effectively lead and direct Service Desk Agents and Remote Support Technicians to provide quality operational support.
- To be responsible for the management and maintenance of service desk, including staff and software.
- Highlight where improvements can be made to the IM&T service desk operational delivery to provide enhanced levels of service or reduce costs.
- To ensure that effective processes exist that manage the performance monitoring and service delivery requirements of the service desk team.
- To manage the procurement and maintenance of all service desk and RA equipment within the Trust. This includes smartcards, smartcard printers, communication and ITSM software, including all analytical reporting and licencing.
- To lead as customer service liaison manager on behalf of IM&TIdentify and implement solutions to resolve any issues that may result in a dissatisfied customer.
- To analyse complex information relating to Service Desk calls and to produce performance reports for Senior Management.
- To be responsible for the Registration Authority (RA) smartcard process, including user registration, smartcard production and distribution. Also, to identify RA sponsors throughout the organisation and ensure they can carry out their responsibilities appropriately.
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over6,400members of staff, who deliver services from more than160locations.
We provide inpatient and community-based mental health care for people living in Bolton, the city of Manchester, Salford,Trafford and the borough of Wigan, and a wide range of specialist mental health and substance misuse services across Greater Manchester, the north west of England and beyond.
Greater Manchester is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside to the heart of the vibrant inner city with great shopping, entertainment and dining options.
Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.
Our people enjoy their work, have opportunities to learn and develop their skills and are encouraged to generate new ideas that improve care for our service users.
Job description
Job responsibilities
See attached detailed job description and person specification:
Staff benefits
- Pay Enhancements 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
Job description
Job responsibilities
See attached detailed job description and person specification:
Staff benefits
- Pay Enhancements 30% additional for Evenings (8pm onwards) and Saturdays and 60% additional for Sundays and Bank holidays.
- 27 days annual leave plus bank holidays rising to 29 after 5 years and 33 days after 10 years
- Excellent pension
- Cycle to work scheme
- Salary sacrifice car scheme
- Wellbeing programme
- Blue Light Card Discounts
Person Specification
Education / Qualifications
Essential
- Educated to degree level or relevant experience
- Evidence of on-going personal development
- Service desk qualifications (ITIL Manager)
Experience
Essential
- oEvidence of experience managing an IM&T service desk environment
Desirable
- oProven ability to manage human resources effectively, demonstrating staff management & leadership skills
Knowledge
Essential
- Detailed knowledge of processes relating to IT in the NHS
- Knowledge and experience of setting up and maintaining an ITSM (Information Technology Service Management) system
- Knowledge and experience of setting up and maintaining the RA function with a Trust
Desirable
- Extensive knowledge of service desk systems and technology
Skills
Essential
- Excellent verbal and written communication skills (with the ability to train and deliver presentations)
- Ability to analyse data and produce performance information.
- Good organisation skills, with the ability to work under pressure and to deadlines
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands.
- Positive attitude towards learning and development, demonstrated by a record of continuing professional development
- Computer literacy - advanced skills in databases, spreadsheets, word processing and managing and setting up of an ITSM (Information Technology Service Management) system, including the CMDB (Configuration Management Database) held within the ITSM,
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands
- Ability to problem solve and use initiative to complete tasks
Desirable
- Ability to automate the production and distribution of reports.
- Demonstrable evidence of technical design skills
Qualities and Attributes
Essential
- Self-confident and motivated, with the ability to enthuse and motivate others to succeed
- Self-reliant and able to deal with a high degree of ambiguity
- Completer finisher
Desirable
- Suggests service delivery improvements
Person Specification
Education / Qualifications
Essential
- Educated to degree level or relevant experience
- Evidence of on-going personal development
- Service desk qualifications (ITIL Manager)
Experience
Essential
- oEvidence of experience managing an IM&T service desk environment
Desirable
- oProven ability to manage human resources effectively, demonstrating staff management & leadership skills
Knowledge
Essential
- Detailed knowledge of processes relating to IT in the NHS
- Knowledge and experience of setting up and maintaining an ITSM (Information Technology Service Management) system
- Knowledge and experience of setting up and maintaining the RA function with a Trust
Desirable
- Extensive knowledge of service desk systems and technology
Skills
Essential
- Excellent verbal and written communication skills (with the ability to train and deliver presentations)
- Ability to analyse data and produce performance information.
- Good organisation skills, with the ability to work under pressure and to deadlines
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands.
- Positive attitude towards learning and development, demonstrated by a record of continuing professional development
- Computer literacy - advanced skills in databases, spreadsheets, word processing and managing and setting up of an ITSM (Information Technology Service Management) system, including the CMDB (Configuration Management Database) held within the ITSM,
- Able to clearly manage priorities for self and team to meet deadlines and manage conflicting customer demands
- Ability to problem solve and use initiative to complete tasks
Desirable
- Ability to automate the production and distribution of reports.
- Demonstrable evidence of technical design skills
Qualities and Attributes
Essential
- Self-confident and motivated, with the ability to enthuse and motivate others to succeed
- Self-reliant and able to deal with a high degree of ambiguity
- Completer finisher
Desirable
- Suggests service delivery improvements
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).
