Job summary
The NHSCFA are looking to recruit an experienced Service Desk Manager who will be responsible for the overall management and performance of the NHSCFA IT Service Desk team and the efficient functioning of Service Desk / Service Management operations, providing an effective service to all users of NHSCFA IT systems in accordance with ITIL best practice.
They will investigate complex enquiries, providing assistance and advice as required. They will also act as liaison with any outsourced IT providers Service Management team where applicable.
Main duties of the job
Along with providing overall management of Service Desk operations and IT Service Management Provision - i.e. Problem / Change Management etc, the post holder will maintain an excellent knowledge of IT Service Management principles and practices as they will be responsible for maintaining the NHSCFA IT Service Management ISO20000 certification, as well as driving improvements in IT Service Management across the organisation.
The post-holder will be responsible for developing and presenting reports on service management operations to management, developing improved reporting to inform strategic business planning.
About us
The NHS Counter Fraud Authority (NHSCFA) is the national body responsible all for matters relating to the prevention, detection and investigation of economic crime across the NHS. Further information about our work and annual plan for delivering this is available on our website https://cfa.nhs.uk
We have offices based in Coventry, Newcastle and London and also offer flexible and home based working. The NHSCFA values and respects the diversity of its employees, and aims to recruit a workforce which reflects our diverse communities. We welcome applications irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process and consideration of reasonable adjustments for people who have a disability.
If you are applying to undertake this role on a secondment basis you should have agreement to being released from your current role in principle, prior to submitting an application form.
When you apply for this role you will be redirected to our recruitment system TRAC. Please apply without delay as we reserve the right to close any vacancies from further submissions when we have received sufficient applications from which to make a shortlist.
Job description
Job responsibilities
A full Job Description is attached to this advertisement, however the primary responsibilities are detailed as follows:
- Monitoring incidents and requests raised with the Service Desk to ensure that SLAs are met, and the appropriate quality of service is maintained.
- Managing NHSCFA ISO20000 IT Service Management certification.
- Working to achieve agreed objectives with the freedom to do this without reference to manager, while working within broad professional policies.
- Negotiating with external organisations including our outsourcing provider and suppliers over service issues.
- Implementing monitoring and reporting on a number of areas including agreed service levels, KPIs and standards within the team.
- Analysing complex problems relating to service issues and making judgements regarding allocation of resource for IT work.
- Being responsible for managing IT procurement activities and software renewal as well as IT Asset Management and monitoring software license compliance.
- Assisting with the testing of IT systems proposed for use in the organization, including applications and hardware.
- Leading the adherence to service management policies, processes and procedures, ensuring they are in place for the Service Desk function and are followed by all service providers with non-conformance reported and reviewed.
- Assist with the Project Management / Co-ordination of NHSCFA IT Projects.
- Managing projects relevant to Service Desk operations where this is appropriate.
- Overseeing the pro-active monitoring of systems and resolving potential issues before they impact end users.
- Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions, processes and work as required, and in conjunction with agreed procedures.
- Guiding the Service Desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping Service Desk practices in the context of customer and user experience, and working with internal and external stakeholders to provide a strong value focused direction.
- Managing your own and teams workload, taking ownership and ensuring work is managed and conducted to the highest levels of professionalism and quality. This includes ensuring work is progressed and completed by required deadlines.
- Contributing to the Organisations Digital Strategy.
- Promoting the Service Desk as the single point of access for all user requests and issues.
- Reacting positively to support changing priorities at short notice.
- Carrying out the responsibilities of the post with full and due regard to NHSCFA policies and procedures and negotiated agreements including those on Equal Opportunities, Diversity, Health and Safety and Sustainability.
- Undertaking any other duties that may be required to meet the exigencies of the service
Job description
Job responsibilities
A full Job Description is attached to this advertisement, however the primary responsibilities are detailed as follows:
- Monitoring incidents and requests raised with the Service Desk to ensure that SLAs are met, and the appropriate quality of service is maintained.
- Managing NHSCFA ISO20000 IT Service Management certification.
- Working to achieve agreed objectives with the freedom to do this without reference to manager, while working within broad professional policies.
- Negotiating with external organisations including our outsourcing provider and suppliers over service issues.
- Implementing monitoring and reporting on a number of areas including agreed service levels, KPIs and standards within the team.
- Analysing complex problems relating to service issues and making judgements regarding allocation of resource for IT work.
- Being responsible for managing IT procurement activities and software renewal as well as IT Asset Management and monitoring software license compliance.
- Assisting with the testing of IT systems proposed for use in the organization, including applications and hardware.
- Leading the adherence to service management policies, processes and procedures, ensuring they are in place for the Service Desk function and are followed by all service providers with non-conformance reported and reviewed.
- Assist with the Project Management / Co-ordination of NHSCFA IT Projects.
- Managing projects relevant to Service Desk operations where this is appropriate.
- Overseeing the pro-active monitoring of systems and resolving potential issues before they impact end users.
- Taking ownership for decision making within own area, seeking support and feedback to develop well thought out solutions, processes and work as required, and in conjunction with agreed procedures.
- Guiding the Service Desk function through the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping Service Desk practices in the context of customer and user experience, and working with internal and external stakeholders to provide a strong value focused direction.
- Managing your own and teams workload, taking ownership and ensuring work is managed and conducted to the highest levels of professionalism and quality. This includes ensuring work is progressed and completed by required deadlines.
- Contributing to the Organisations Digital Strategy.
- Promoting the Service Desk as the single point of access for all user requests and issues.
- Reacting positively to support changing priorities at short notice.
- Carrying out the responsibilities of the post with full and due regard to NHSCFA policies and procedures and negotiated agreements including those on Equal Opportunities, Diversity, Health and Safety and Sustainability.
- Undertaking any other duties that may be required to meet the exigencies of the service
Person Specification
Qualifications
Essential
- Degree or equivalent in IT or related field, or equivalent relevant experience.
- ITIL V4 Foundation level certification.
- ISO20000 Foundation level certification
Desirable
- Project Management - Prince 2 or Agile (Foundation, or preferably Practitioner)
Experience
Essential
- Extensive experience of managing an IT Service Desk team.
- Demonstrable knowledge and experience in the following areas: oIT Service Management Standards oIT Service Management Operations oAn IT support background or significant previous experience of providing IT services to end users oSupporting and resolving issues around Laptop hardware and software and other IT peripherals oMicrosoft 365 applications oIT Service Desk tools / systems oIT and Software Asset management oData protection and law affecting the use of IT oData protection and law affecting the use of IT
- Experience of drafting high level material and communicating complex IT issues at senior management level and to non-technical colleagues.
- Experience of providing clear, evidence-based balanced assessments and evaluations at management level.
- Experience of delivering high level outcomes in a pressured situation.
- Experience of supporting senior managers and working as part of a team.
- Experience of people management and knowledge of management and leadership practices.
Desirable
- Experience with implementing, developing and supporting service management toolsets
- Experience with implementing, developing and supporting an IT and Software Asset management toolset
- Experience with the following Microsoft management technologies: Azure Active Directory Endpoint Manager
Specialist Knowledge
Essential
- A comprehensive understanding of Service Management (ITIL v4 and ISO20000) best practice and procedures: oIncident management oService level management oProblem Management oChange Management oContinual service improvement
- General and broad knowledge of current issues and advances across all service management disciplines.
Desirable
- ITIL V4 Practitioner level certification.
- ISO20000 Practitioner level certification
Aptitudes
Essential
- Ability to manage & motivate a multi-disciplinary team in an environment that is subject to change.
- Good organisational skills with the ability to prioritise workload and work to agreed deadlines and standards.
- Ensure and maintain the highest standards of integrity and professionalism.
- Ability to form and build working relations with a wide range of people and organisations.
- High level negotiation, analytical and conflict resolution skills.
- The ability to rationalise and interpret complex technical information, making it understandable for others to digest and use.
- Ability to make judgements based on complex, unique and competing information.
- Ability to achieve an effective balance between decisiveness and analysis, recognizing when an issue requires a more considered response or immediate confident decision.
- Ability to relate to all levels of people through excellent interpersonal skills and behaviours.
- Demonstrable understanding of Equal Opportunities and valuing diversity.
Disposition
Essential
- Good communication and interpersonal skills Communicating complex IT and corporate issues to non-IT managers and customers.
- An ability to tackle a number of diverse tasks and to be able to prioritise work accordingly whilst working to tight deadlines.
- Considerable personal initiative with an ability to work with a high degree of autonomy, and as part of a team.
- Ability to concentrate when analysing IT problems, but with frequent interruptions from colleagues and customers.
- The desire to provide the best levels of Service to our customers.
Person Specification
Qualifications
Essential
- Degree or equivalent in IT or related field, or equivalent relevant experience.
- ITIL V4 Foundation level certification.
- ISO20000 Foundation level certification
Desirable
- Project Management - Prince 2 or Agile (Foundation, or preferably Practitioner)
Experience
Essential
- Extensive experience of managing an IT Service Desk team.
- Demonstrable knowledge and experience in the following areas: oIT Service Management Standards oIT Service Management Operations oAn IT support background or significant previous experience of providing IT services to end users oSupporting and resolving issues around Laptop hardware and software and other IT peripherals oMicrosoft 365 applications oIT Service Desk tools / systems oIT and Software Asset management oData protection and law affecting the use of IT oData protection and law affecting the use of IT
- Experience of drafting high level material and communicating complex IT issues at senior management level and to non-technical colleagues.
- Experience of providing clear, evidence-based balanced assessments and evaluations at management level.
- Experience of delivering high level outcomes in a pressured situation.
- Experience of supporting senior managers and working as part of a team.
- Experience of people management and knowledge of management and leadership practices.
Desirable
- Experience with implementing, developing and supporting service management toolsets
- Experience with implementing, developing and supporting an IT and Software Asset management toolset
- Experience with the following Microsoft management technologies: Azure Active Directory Endpoint Manager
Specialist Knowledge
Essential
- A comprehensive understanding of Service Management (ITIL v4 and ISO20000) best practice and procedures: oIncident management oService level management oProblem Management oChange Management oContinual service improvement
- General and broad knowledge of current issues and advances across all service management disciplines.
Desirable
- ITIL V4 Practitioner level certification.
- ISO20000 Practitioner level certification
Aptitudes
Essential
- Ability to manage & motivate a multi-disciplinary team in an environment that is subject to change.
- Good organisational skills with the ability to prioritise workload and work to agreed deadlines and standards.
- Ensure and maintain the highest standards of integrity and professionalism.
- Ability to form and build working relations with a wide range of people and organisations.
- High level negotiation, analytical and conflict resolution skills.
- The ability to rationalise and interpret complex technical information, making it understandable for others to digest and use.
- Ability to make judgements based on complex, unique and competing information.
- Ability to achieve an effective balance between decisiveness and analysis, recognizing when an issue requires a more considered response or immediate confident decision.
- Ability to relate to all levels of people through excellent interpersonal skills and behaviours.
- Demonstrable understanding of Equal Opportunities and valuing diversity.
Disposition
Essential
- Good communication and interpersonal skills Communicating complex IT and corporate issues to non-IT managers and customers.
- An ability to tackle a number of diverse tasks and to be able to prioritise work accordingly whilst working to tight deadlines.
- Considerable personal initiative with an ability to work with a high degree of autonomy, and as part of a team.
- Ability to concentrate when analysing IT problems, but with frequent interruptions from colleagues and customers.
- The desire to provide the best levels of Service to our customers.
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.
