Job summary
As an IT Service Desk Team Leader the post holder will identify any IT resource constraints, security issues in the course of their day to day work, resolving these where possible, recording any issues and escalating complex security issues to the IT Service Desk Manager.
The post holder will also develop how to guides for end users and support the IT Service Desk Manager to deliver an annual training programme for end users
The postholder will have extensive knowledge and experience of Microsoft 365, Windows 10, Windows server technology, networking mobile device management solution and Video conferencing is essential with advanced trouble shooting. The ability to manage and lead a team and work effectively as part of a team are also essential.
Main duties of the job
The NICE IT Service Desk supports the following:
- IT services that are on site, remote or cloud based
- NICE bespoke live services such as applications running in AWS
- Digital services such as SharePoint
- Microsoft 365 services
- On site and IAAS platforms
- 3rd party services
The IT Service Desk structure includes several Senior IT Support Officer roles. It is anticipated that the post holders will provide leadership support to them in all areas to ensure that NICE has a comprehensive and robust approach to service desk management. The IT Service Desk Team Leader will be expected to work both independently and as a team to provide this comprehensive approach.
The post holder will also manage junior members of the IT Service Desk team, providing on the job training, support and mentorship as well as line management, personal development appraisals and objective setting.
The post holder will have responsibility for supporting IT services across NICE including end user support, hardware and software support, deployment of IT peripherals and devices including AV kit and other IT installations.
The postholder will work with the IT Service Desk Manager to ensure SLA's and KPI's are being adhered to, highlighting any areas that are failing to meet SLAs and KPIs and providing mitigating actions. They will manage customer complaints escalating as necessary those that cannot be resolved.
About us
The Digital, Information and Technology (DIT) directorate is a 70 strong team of digital, information and technology professionals. Our digital teams adopt a user centric agile methodology and work in multi-disciplinary teams (MDT's) with analytics and insight to develop and maintain NICE's suite of digital and technology services. We are playing a key role in the implementation of NICE's digital transformation programme.
The teams in DIT design, develop and maintain NICE's suite of externally facing digital services including the NICE's website, Pathways, Clinical Knowledge Summaries, BNF and Evidence Search which together attract more than 2 million users a month.
The directorate is also responsible for NICE's internal guidance production systems including content management, authoring and publishing systems, with a view to generate internal efficiencies and to ensure NICE takes advantage of digital innovations arising across the health and care landscape, such as machine learning and data science. As such DIT has a key role to play in keeping NICE's guidance relevant, high-quality, up-to-date, and accessible.
Job description
Job responsibilities
Here at NICE we are passionate and proud of the work we do and the impact we make.
We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.
Benefits:
- We offer a range of benefits including the NHS pension scheme and staff discounts
- We provide a thorough induction programme
- Personal development is supported through extensive training and development opportunities
- We promote flexible working to help staff achieve a healthy work life balance
- We value equality and diversity and welcome applicants from all sections of the community
- We will interview all disabled applicants who meet the essential criteria in line with the NHS Guaranteed Interview Scheme
If you feel this is the type of environment, you will enjoy working in then please feel free to contact us for more information or apply now.
To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrateall essential criteriathrough the entirety of the recruitment process to be considered for the job.
Please see job description attached for full list of responsibilities.
Job description
Job responsibilities
Here at NICE we are passionate and proud of the work we do and the impact we make.
We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.
Benefits:
- We offer a range of benefits including the NHS pension scheme and staff discounts
- We provide a thorough induction programme
- Personal development is supported through extensive training and development opportunities
- We promote flexible working to help staff achieve a healthy work life balance
- We value equality and diversity and welcome applicants from all sections of the community
- We will interview all disabled applicants who meet the essential criteria in line with the NHS Guaranteed Interview Scheme
If you feel this is the type of environment, you will enjoy working in then please feel free to contact us for more information or apply now.
To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrateall essential criteriathrough the entirety of the recruitment process to be considered for the job.
Please see job description attached for full list of responsibilities.
Person Specification
Education
Essential
- Degree in an IT related subject or equivalent experience
- MCSE Certification or equivalent experience
Desirable
Experience
Essential
- Experience of supervision of junior staff and leadership skills
- Experience of supporting Microsoft 365 and Windows 10 OS including Windows 2012 server or above
Desirable
- VMware Certified Professional
Skills
Essential
- Thorough attention to detail and high standards of accuracy
- Ability to provide leadership and direction to staff
- Ability to challenge assumptions and produce creative solutions to problems
Person Specification
Education
Essential
- Degree in an IT related subject or equivalent experience
- MCSE Certification or equivalent experience
Desirable
Experience
Essential
- Experience of supervision of junior staff and leadership skills
- Experience of supporting Microsoft 365 and Windows 10 OS including Windows 2012 server or above
Desirable
- VMware Certified Professional
Skills
Essential
- Thorough attention to detail and high standards of accuracy
- Ability to provide leadership and direction to staff
- Ability to challenge assumptions and produce creative solutions to problems
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).
