Job summary
This position entails managerial responsibility for the efficient and effective operation of the Systems Help Desk. The post holder will serve as the Systems Help Desk Manager on projects requiring specialist knowledge of operational processes. These projects will vary in scope and complexity and may require oversight of other team members involved in their execution. A critical component of this role is the strategic planning, coordination, and management of operational requirements to ensure objectives are met, alongside the production of relevant reports to demonstrate progress.
Previous applicants need not apply
Main duties of the job
As an integral member of the team, the post holder will:
o Oversee Business System Administration for the live operation of all systems.o Develop and provide routine operational guidance and user support, including system maintenance.o Lead and contribute to projects focused on the support and advancement of theclinical information system.o Drive the continuous development of all systems, ensuring the realisation of theirbenefits.Members of the Systems Team are expected to act as change agents and champions of the system, fostering engagement and supporting Trust staff in all forms of electronic recordkeeping.Additionally, the role involves actively reviewing, managing, and enhancing customer service support, system corrections, and training across all systems managed within the Systems Team.The Systems Help Desk Manager is responsible for the governance and oversight of the help desk, ensuring the team is empowered to achieve its operational and business objectives while maintaining financial accountability. The post holder is expected to identify opportunities for cost savings and profitability improvements, while also enhancing the profile and effectiveness of the service desk operation.
About us
Greater Manchester Mental Health (GMMH) Foundation Trust employs over 7000 members of staff, who deliver services from more than 122 locations.
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
Please see attached job description and person specification
Staff benefits
- 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
Please see attached job description and person specification
Staff benefits
- 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
Other Requirements
Essential
- The ability to work unsocial hours, as the need arises
- Car driver required (except where a supported driver arrangement can be provided under the Disability Discrimination Act
- Flexibility is essential as taking part in On Call out of hours rota is necessary to support the needs of the business
Education/Qualifications
Essential
- Educated to degree level or possess equivalent level of experience
- Project Management Qualification (e.g. Prince 2) or equivalent level of experience
- ITIL 4 Foundation level
- Service Desk qualification or equivalent experience
Desirable
- Management or leadership training
Skills/Experience
Essential
- Experience of managing a Service Desk function within a large and complex organisation
- Excellent inter-personal skills: diplomatic and able to inspire users and team confidence
- Experience in producing performance reports for senior management
- Ability to work well under pressure and at a high work rate
- Demonstrable contribution to the delivery of successful projects
- Experience of operating systems and back-end software
- Experience of staff supervision and appraisals
- Experience in continual service improvement of the Service Desk function
- Implementing change within the Help Desk function and wider organisation
- Undertaking internal and external service review meetings
- A working knowledge of the processes operated by GMMH services who operate systems
- Managing projects using recognised project management approaches
- Using initiative, prioritising workload and managing competing demands
- Expertise in using a range of MS Office Packages
- Facilitating groups to reach a shared goal
Desirable
- User Acceptance Testing of electronic systems
Knowledge
Essential
- Knowledge of delivering services in an ITIL service environment Knowledge
- Expert Knowledge of Service Desk standards and principles
- High awareness of Customer Care - the Help Desk is a high profile function and is the users' first point of contact
- ITIL principles and procedures
- DoH Clinical safety requirements for electronic systems
Other Abilities
Essential
- Excellent oral, written communication and presentation skills to communicate to a wide range of stakeholders
- Ability to establish and maintain effective working relationships with other colleagues
- Ability to coach team members and provide necessary training to improve skillsets
- Ability to motivate, influence and negotiate with others
- Ability to problem solve and take appropriate actions
- Demonstrable, sound organisational skills and ability to work to deadlines
- Customer service orientated
- Determined, driven & decisive
- Able to respond to ever changing requirements and demands
- Ability to gain commitment and support of peers
- The ability to drive and adopt change
- Negotiation, influencing and persuading skills
- Responsive to change and ideas; adaptable and flexible working pattern
- Ability to deal confidently with third party suppliers and build effective working relationships
Desirable
- Ability to disseminate complex information to others
- Ability to use data to make recommendations
- Ability to interpret requirements to achieve shared goals
Person Specification
Other Requirements
Essential
- The ability to work unsocial hours, as the need arises
- Car driver required (except where a supported driver arrangement can be provided under the Disability Discrimination Act
- Flexibility is essential as taking part in On Call out of hours rota is necessary to support the needs of the business
Education/Qualifications
Essential
- Educated to degree level or possess equivalent level of experience
- Project Management Qualification (e.g. Prince 2) or equivalent level of experience
- ITIL 4 Foundation level
- Service Desk qualification or equivalent experience
Desirable
- Management or leadership training
Skills/Experience
Essential
- Experience of managing a Service Desk function within a large and complex organisation
- Excellent inter-personal skills: diplomatic and able to inspire users and team confidence
- Experience in producing performance reports for senior management
- Ability to work well under pressure and at a high work rate
- Demonstrable contribution to the delivery of successful projects
- Experience of operating systems and back-end software
- Experience of staff supervision and appraisals
- Experience in continual service improvement of the Service Desk function
- Implementing change within the Help Desk function and wider organisation
- Undertaking internal and external service review meetings
- A working knowledge of the processes operated by GMMH services who operate systems
- Managing projects using recognised project management approaches
- Using initiative, prioritising workload and managing competing demands
- Expertise in using a range of MS Office Packages
- Facilitating groups to reach a shared goal
Desirable
- User Acceptance Testing of electronic systems
Knowledge
Essential
- Knowledge of delivering services in an ITIL service environment Knowledge
- Expert Knowledge of Service Desk standards and principles
- High awareness of Customer Care - the Help Desk is a high profile function and is the users' first point of contact
- ITIL principles and procedures
- DoH Clinical safety requirements for electronic systems
Other Abilities
Essential
- Excellent oral, written communication and presentation skills to communicate to a wide range of stakeholders
- Ability to establish and maintain effective working relationships with other colleagues
- Ability to coach team members and provide necessary training to improve skillsets
- Ability to motivate, influence and negotiate with others
- Ability to problem solve and take appropriate actions
- Demonstrable, sound organisational skills and ability to work to deadlines
- Customer service orientated
- Determined, driven & decisive
- Able to respond to ever changing requirements and demands
- Ability to gain commitment and support of peers
- The ability to drive and adopt change
- Negotiation, influencing and persuading skills
- Responsive to change and ideas; adaptable and flexible working pattern
- Ability to deal confidently with third party suppliers and build effective working relationships
Desirable
- Ability to disseminate complex information to others
- Ability to use data to make recommendations
- Ability to interpret requirements to achieve shared goals
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).
