Job summary
An opportunity for a Desktop Support Manager has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Williamstown, with a need to also work at other locations across the organisation as and when required. You will provide Desktop Support Managerial and Technical Leadership to Desktop Support staff who support clinical and non clinical users across the healthboard. The candidate will require managerial experience, technical experience, the experience of central configuration and experience of supporting users with applications and devices. You must demonstrate experience working within ICT within your application which is essential for this role.
The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space.
Hybrid working is available where the service needs allow.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
This role will support on the technical elements of the End User Computing function and will lead a team of technical staff and supportthe use of the Health Board's End User Computing functions in other teams.CTMUHB has a large and complex ICT service that underpins the delivery of digital health care. The Digital team supports around 13,000 users over more than 100 sites. The adoption and expectations placed upon digital healthcare are expected to grow substantially over the next 5 years as the University Health Board adopts digital transformation in care settings.The Desktop Support Manager position has responsibility for leading the Desktop Support Team, providing technical support and escalation response resolution to issues and requests raised from the user base.The post holder will contribute to the healthcare of the people of the Cwm Taf Morgannwg area by ensuring that new and existing ICT systems, and the associated computer hardware, are adequately supported.The post holder will ensure that all IT users, new and existing IT systems, and the associated computer hardware, are supported ensuring the incident, problem, and change management processes are embedded in the functioning of the department.To deputise for the Head of End User Computing and/or the Service Desk Manager, within the areas covered by the role profile, during periods of absence.
About us
Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.
We live by our core values:
- We listen, learn and improve
- We treat everyone with respect
- We all work together as one team
We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.
Job description
Job responsibilities
The post holder will:
- Ensure service desk calls are allocated to staff and followed up promptly.
- Monitor all ICT service point queues and help teams to drive closure of calls.
- Review backlog of calls and liaise with teams to work and close incidents and requests.
- Liaise with team leads to minimise call passing between teams.
- Provide support for service outages and major service incidents.
- Communicate and liaise with ICT staff on daily announcements around ICT Service.
- Highly complex technical information will be received and communicated. Such information may be from technical reference material, third party suppliers and other teams within Digital Services.
- Complex technical information will also be provided to management, suppliers, Health Board staff and other technical leads. Converting large amounts of information to concise overviews and presenting to technical and non-technical colleagues will be regularly required.
- The post holder will work in close concert with senior technical staff, key customers, and suppliers in the pursuit of maximum efficiency.
- The post holder will liaise with their staff and the Service Desk Manager, intervening where necessary to ensure that incoming calls are appropriately allocated, managed and escalated within the Desktop Support Team.
- As a senior member of staff, the post holder will play a large part in maintaining the professional image of Desktop Support and Digital Services. Interaction with customers and staff at all levels will be of the utmost importance, in particular, an excellent working relationship between the post holder and the main customer contacts will be essential.
- Ensuring that all members of staff can develop to their potential and exercise their responsibilities effectively through the use of PDRs and KSF.
- Manage the development and implementation of new, and propose changes to existing, policies and procedures, relating to the defined remit of the post.
- Manage the categorisation and safe disposal of old equipment through approved third parties, following EU regulations.
- As the technical and professional lead for all aspects of the desktop service, the post holder will also liaise with other teams on all related matters, specifying services required from supporting infrastructure and services.
- Support all other areas of ICT where appropriate e.g. Server and Network, and work closely with them to ensure the smooth implementation of new systems.
- Ensure smooth transition of new equipment from implementation to support.
- Assist in the development of the ICT Operational Plans and Digital strategy ensuring appropriateness to the UHBs requirements concerning all aspects of the desktop environment.
- Contribute to the UHBs strategic direction for the Desktop Support during reviews of the Digital strategy or local development plans.
- Use ITIL methodology concerning their area of responsibility.
- Assist and support in maintaining a Continuous Service Improvement Programme for the Desktop Support function.
- Advise on and undertake projects and other work of a technical consultancy and developmental nature for the implementation of new systems, standards and services nature both internally for Digital Services, across the Health Board and in NHS Wales-wide projects. Equally, the post holder will have responsibility for ensuring that such technical tasks are undertaken by the team, ensuring that they work with suppliers and other departmental staff to deliver the high quality, high performance in an efficient and timely manner whilst optimising the resources available.
- Be responsible for the information relating to planned and unplanned maintenance, and minor and major disasters relating to areas under the responsibility of the post.
Internally there is a requirement to liaise with other sections of the ICT Department concerning the following:
- In house and hosted systems.
- Data communications issues.
- Voice communications issues.
- Server issues.
- End User Computing Issues
- Security, Data protection and NHS code of connection.
- DHCW.
The post holder will ensure that there is an overall view on what work the department is undertaking, which requires communication of often complex information, and negotiating appropriate prioritisation and planned outcomes with a multi-disciplinary approach.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
The post holder will:
- Ensure service desk calls are allocated to staff and followed up promptly.
- Monitor all ICT service point queues and help teams to drive closure of calls.
- Review backlog of calls and liaise with teams to work and close incidents and requests.
- Liaise with team leads to minimise call passing between teams.
- Provide support for service outages and major service incidents.
- Communicate and liaise with ICT staff on daily announcements around ICT Service.
- Highly complex technical information will be received and communicated. Such information may be from technical reference material, third party suppliers and other teams within Digital Services.
- Complex technical information will also be provided to management, suppliers, Health Board staff and other technical leads. Converting large amounts of information to concise overviews and presenting to technical and non-technical colleagues will be regularly required.
- The post holder will work in close concert with senior technical staff, key customers, and suppliers in the pursuit of maximum efficiency.
- The post holder will liaise with their staff and the Service Desk Manager, intervening where necessary to ensure that incoming calls are appropriately allocated, managed and escalated within the Desktop Support Team.
- As a senior member of staff, the post holder will play a large part in maintaining the professional image of Desktop Support and Digital Services. Interaction with customers and staff at all levels will be of the utmost importance, in particular, an excellent working relationship between the post holder and the main customer contacts will be essential.
- Ensuring that all members of staff can develop to their potential and exercise their responsibilities effectively through the use of PDRs and KSF.
- Manage the development and implementation of new, and propose changes to existing, policies and procedures, relating to the defined remit of the post.
- Manage the categorisation and safe disposal of old equipment through approved third parties, following EU regulations.
- As the technical and professional lead for all aspects of the desktop service, the post holder will also liaise with other teams on all related matters, specifying services required from supporting infrastructure and services.
- Support all other areas of ICT where appropriate e.g. Server and Network, and work closely with them to ensure the smooth implementation of new systems.
- Ensure smooth transition of new equipment from implementation to support.
- Assist in the development of the ICT Operational Plans and Digital strategy ensuring appropriateness to the UHBs requirements concerning all aspects of the desktop environment.
- Contribute to the UHBs strategic direction for the Desktop Support during reviews of the Digital strategy or local development plans.
- Use ITIL methodology concerning their area of responsibility.
- Assist and support in maintaining a Continuous Service Improvement Programme for the Desktop Support function.
- Advise on and undertake projects and other work of a technical consultancy and developmental nature for the implementation of new systems, standards and services nature both internally for Digital Services, across the Health Board and in NHS Wales-wide projects. Equally, the post holder will have responsibility for ensuring that such technical tasks are undertaken by the team, ensuring that they work with suppliers and other departmental staff to deliver the high quality, high performance in an efficient and timely manner whilst optimising the resources available.
- Be responsible for the information relating to planned and unplanned maintenance, and minor and major disasters relating to areas under the responsibility of the post.
Internally there is a requirement to liaise with other sections of the ICT Department concerning the following:
- In house and hosted systems.
- Data communications issues.
- Voice communications issues.
- Server issues.
- End User Computing Issues
- Security, Data protection and NHS code of connection.
- DHCW.
The post holder will ensure that there is an overall view on what work the department is undertaking, which requires communication of often complex information, and negotiating appropriate prioritisation and planned outcomes with a multi-disciplinary approach.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications
Essential
- Relevant Degree or equivalent experience, skills and knowledge with evidence of specialist knowledge to the equivalent of postgraduate Diploma level, acquired through training and experience.
- ITIL foundation certificate.
Desirable
- Relevant Microsoft qualifications and/or training.
- ECDL or similar computer qualifications.
- Leadership/Management qualification.
Experience
Essential
- Previous experience with ICT systems within an NHS environment.
- Proven ability to liaise with people at various levels throughout the organisation and external agencies.
- Delivery of EUC services using core Microsoft solutions, leading application vendors and Enterprise standard hardware.
- Managing a team of technical staff.
- Confidentiality and other policies affecting confidentiality.
- Relevant experience in leading one or more IT functions.
Desirable
- Physical and Logical Design, deployment and support for EUC and application environments.
- Detailed experience with Microsoft Office and appropriate EUC management software.
Personal Qualities
Essential
- Competent in the management of staff.
- Be comfortable working with all levels of the organisation.
- Self-starter, ability to work comfortably within resource constraints and deadlines.
Circumstances
Essential
- Able to meet the physical demands of the role, particularly In relation to the installation of equipment.
- Regular use of a VDU.
- Able to travel around Cwm Taf Morgannwg sites in a timely manner and often at short notice.
Other
Essential
- Work flexibly to meet the demands of the department and the service.
- Participate in the on-call rota.
Skills
Essential
- Ability to produce good quality documentation, and report writing.
- Presentation skills.
- Excellent written and verbal communication skills.
- Staff supervision skills.
- Advanced keyboard skills.
- Problem-solving.
Desirable
- The ability to speak or learn Welsh to a satisfactory level.
Person Specification
Qualifications
Essential
- Relevant Degree or equivalent experience, skills and knowledge with evidence of specialist knowledge to the equivalent of postgraduate Diploma level, acquired through training and experience.
- ITIL foundation certificate.
Desirable
- Relevant Microsoft qualifications and/or training.
- ECDL or similar computer qualifications.
- Leadership/Management qualification.
Experience
Essential
- Previous experience with ICT systems within an NHS environment.
- Proven ability to liaise with people at various levels throughout the organisation and external agencies.
- Delivery of EUC services using core Microsoft solutions, leading application vendors and Enterprise standard hardware.
- Managing a team of technical staff.
- Confidentiality and other policies affecting confidentiality.
- Relevant experience in leading one or more IT functions.
Desirable
- Physical and Logical Design, deployment and support for EUC and application environments.
- Detailed experience with Microsoft Office and appropriate EUC management software.
Personal Qualities
Essential
- Competent in the management of staff.
- Be comfortable working with all levels of the organisation.
- Self-starter, ability to work comfortably within resource constraints and deadlines.
Circumstances
Essential
- Able to meet the physical demands of the role, particularly In relation to the installation of equipment.
- Regular use of a VDU.
- Able to travel around Cwm Taf Morgannwg sites in a timely manner and often at short notice.
Other
Essential
- Work flexibly to meet the demands of the department and the service.
- Participate in the on-call rota.
Skills
Essential
- Ability to produce good quality documentation, and report writing.
- Presentation skills.
- Excellent written and verbal communication skills.
- Staff supervision skills.
- Advanced keyboard skills.
- Problem-solving.
Desirable
- The ability to speak or learn Welsh to a satisfactory level.
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).
Employer details
Employer name
Cwm Taf Morgannwg University Health Board
Address
Williamstown Information Hub
Dinas Isaf West Industrial Estate
Tonypandy
CF40 1AG
Employer's website
https://joinctm.wales/ (Opens in a new tab)
