ICT Customer Services Manager

Job description

Job responsibilities

Manage ICT ServiceDesk services to support IT services Trustwide

Ensure effective coordination between IT teams and other Trust teams.

Manage the provision of an IT procurement, billing and monitoring service including ordering

and invoicing.

Day to day management of Trusts IT incidents and requests to ITIL standards.

Ensure First time fix rate is high as possible and work with other ICT teams to maintain.

Ensure CSAT are at a high level and apply processes to constantly improve.

Assist in the development and maintenance of documentation and procedures.

Ensure effective and efficient customer service.

Produce timely and accurate reports on the performance of the ICT team and systems.

Work with external suppliers to ensure the Trust achieves best value for money in the purchase

of ICT equipment and services.

Develop and implement protocols and training procedures for Infrastructure support staff.

Ensure effective documentation of ICT procedures and policies.

Manage an inventory of ICT hardware and software.

Ensure the Trust is able to meet its Service Level Agreements with 3rd party and other NHS

organisations.

Assist in the implementation of audit requirements.

Manage the provision of IT user accounts.

Monitor and report on performance and targets of the customer services team.

Ensure the correct and safe use of ICT equipment.

Support the Trusts digital strategy.

Management of departmental and non-clinical IT systems support

Plan and manage the deployment of Trust wide projects

Develop and implement standards, policies and procedures for use with Health Informatics

Developments and management of business continuity services and disaster recovery provision.

Where required, develop and plan for any changes to requirements surrounding training, new

work, changing practices etc.

Produce complex ad-hoc reports for all levels of Trust staff and external suppliers, where

necessary adapt or provide new methods of interrogation and when requested provide an

analysis at the required level.

Manage the training needs and development needs of the ICT ServiceDesk staff.

Manage the effective delivery of IT services across the Trust.

Act as an escalation for the ICT ServiceDesk team staff with incidents and requests.

Assist with planning and support of BAU system and device upgrades.

Ensure ITIL processes are followed.

Support ICT users to investigate IT operational requirements functions that contribute to

improvements in the application of IT and the development of new or changed

processes/procedures and ICT Infrastructure.

Ensure RCAs are completed with the intention of identifying what went wrong, right and what

can be done to improve the response in the future. Outcome of the review should also identify

how to prevent the reoccurrence of the major problem.

Travel to Trust sites as required to complete on site tasks.

Keep abreast of IT developments and technologies in order to effectively carry out the duties of

the post and make recommendations for bringing benefits to our customers and improving

service delivery.

Person Specification

Special Skills & Knowledge

Essential

• Knowledge and understanding of ICT support.

Desirable

• Wide experience of health service operations and health informatics.
• Prince 2 Project management
• experience.

Qualifications

Essential

• Educated to degree level or equivalent
• qualifications or experience in relevant
• subjects and fields, with at least 5 years
• supporting and managing ICT
• environments.

Desirable

• Relevant industry standard
• qualifications.
• ITIL Awareness or certification.
• CSI Awareness
• SDI Awareness

Special Requirements

Essential

• Ability to travel between sites as required and participate in the team out of hours oncall rota.

Experience

Essential

• Experience and knowledge of the provision and management of a busy ICT ServiceDesk , using a number of different and interconnected technologies. Detailed knowledge of ServiceDesk and ICT support.

Desirable

• Knowledge of
• best practice in the field of
• Information and Communications
• Technologies

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.

Employer details

Employer name

County Durham & Darlington NHS Foundation Trust

Address

Darlington Memorial Hospital NHS Trust

Hollyhurst Road

Darlington

County Durham

DL3 6HX

United Kingdom

Employer's website

https://www.cddft.nhs.uk/ (Opens in a new tab)