IT Service Desk Manager

NHS Greater Manchester Integrated Care

Information:

This job is now closed

Job summary

At NHS Greater Manchester Integrated Care Board (ICB), we offer a diverse range of services, providing essential support to front-line health and social care services across Greater Manchester. Our commitment to delivering the best possible customer experience is demonstrated by our numerous accolades, including our prestigious Service Desk Institute 3 Star certification.

We are excited to announce an opportunity to join our IT Services department as a Service Desk Manager. In this role, you will lead an efficient, responsive, and customer-focused IT Service Desk.

Main duties of the job

Key responsibilities include:

  • Delivering an efficient and customer-focused IT Service Desk
  • Developing and maintaining service desk policies and procedures
  • Managing operational service delivery to ensure high standards of customer service
  • Ensuring IT service priorities are met by effectively allocating workload and managing the team
  • Coordinating the escalation of incidents and service requests and managing calls with third-party suppliers
  • Working closely with other IT managers and teams to maintain a high-performing and coordinated approach to end-user IT support

Requirements:

  • Proven experience in an IT Service Desk leadership role.
  • Strong leadership skills with the ability to manage a team effectively.
  • Excellent communication and customer service skills.
  • Experience in developing and maintaining service desk policies and procedures.
  • Ability to work in a challenging and dynamic health and social care environment.

About us

Why Join Us?

If you are currently in an IT Service Desk role and looking for your next challenge, this could be the rewarding opportunity you have been seeking. Our NHS Greater Manchester Digital & IT teams play a crucial role in ensuring NHS services are delivered efficiently, effectively, and in a patient-centric manner. As a Service Desk Manager, you will be well-placed to reduce service disruption and improve the IT services that our customers rely upon.

Apply today and become a part of a team that makes a difference in the healthcare services across Greater Manchester.

Date posted

23 December 2024

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,148 to £52,809 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

896-STR-1187

Job locations

St James House

Pendleton Way

Salford

M6 5FW


Job description

Job responsibilities

SFIA (IT skills and competency framework) Skills and Levels

Service level management - SLMO Level 4Knowledge management - KNOW Level5Customer service support - CSMG Level 5

Job Purpose

Responsible for the delivery of an efficient, responsive, effective and customer focused IT Service Desk. This includes developing and maintaining service desk policies, procedures and managing the operational service to a high customer service standard.

Team lead for the IT Service Desk, assessing and ensuring IT service priorities from all customers are met by allocating workload and managing the team as required. Forecasts and manages demand and resources, and ensures Key Performance Indicators (KPIs) are met.

The IT Service Desk provides the first line point of contact for all customers, across Greater Manchester and takes end to end ownership of all calls logged. The IT Service Desk coordinates escalation of incidents and service requests, second line support and managing calls with third party suppliers. Works closely with all other IT managers, teams and colleagues to ensure a high performing, structured and co-ordinated approach to the provision and management of end user IT support.

Manage the ongoing development and maintenance of the IT Service Desk, with responsibility for conducting or planning any testing, training, documentation, service transition or operational handover tasks as required. Analyses IT Service Desk information, quality assures support calls and produces reports to support performance monitoring and management of the team.

Responsible for knowledge management process. Responsible for ensuring the team conducts, incident management, request fulfilment, configuration management and knowledge management processes efficiently and effectively.

Work with the Continual Service Improvement team on initiatives generated by audit, performance reports, and customer requirements. Provide more detailed insight, develop improvement plans and deliver as necessary. Work with the wider IT team on testing and implementing new and improved technologies and services.

See the attached JD for full description and responsibilities.

Job description

Job responsibilities

SFIA (IT skills and competency framework) Skills and Levels

Service level management - SLMO Level 4Knowledge management - KNOW Level5Customer service support - CSMG Level 5

Job Purpose

Responsible for the delivery of an efficient, responsive, effective and customer focused IT Service Desk. This includes developing and maintaining service desk policies, procedures and managing the operational service to a high customer service standard.

Team lead for the IT Service Desk, assessing and ensuring IT service priorities from all customers are met by allocating workload and managing the team as required. Forecasts and manages demand and resources, and ensures Key Performance Indicators (KPIs) are met.

The IT Service Desk provides the first line point of contact for all customers, across Greater Manchester and takes end to end ownership of all calls logged. The IT Service Desk coordinates escalation of incidents and service requests, second line support and managing calls with third party suppliers. Works closely with all other IT managers, teams and colleagues to ensure a high performing, structured and co-ordinated approach to the provision and management of end user IT support.

Manage the ongoing development and maintenance of the IT Service Desk, with responsibility for conducting or planning any testing, training, documentation, service transition or operational handover tasks as required. Analyses IT Service Desk information, quality assures support calls and produces reports to support performance monitoring and management of the team.

Responsible for knowledge management process. Responsible for ensuring the team conducts, incident management, request fulfilment, configuration management and knowledge management processes efficiently and effectively.

Work with the Continual Service Improvement team on initiatives generated by audit, performance reports, and customer requirements. Provide more detailed insight, develop improvement plans and deliver as necessary. Work with the wider IT team on testing and implementing new and improved technologies and services.

See the attached JD for full description and responsibilities.

Person Specification

Shortlisting and interview essential

Essential

  • Relevant Masters Degree or equivalent level of experience in IT
  • ITIL Practitioner / Intermediate or above
  • Demonstrable experience with IT Service Management
  • Demonstrable experience of managing a team

Shortlisting Desirable

Desirable

  • Service Now Certified or equivalent level of experience
  • Experience with performing trend analysis to ensure service delivery meets agreed service levels
Person Specification

Shortlisting and interview essential

Essential

  • Relevant Masters Degree or equivalent level of experience in IT
  • ITIL Practitioner / Intermediate or above
  • Demonstrable experience with IT Service Management
  • Demonstrable experience of managing a team

Shortlisting Desirable

Desirable

  • Service Now Certified or equivalent level of experience
  • Experience with performing trend analysis to ensure service delivery meets agreed service levels

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

NHS Greater Manchester Integrated Care

Address

St James House

Pendleton Way

Salford

M6 5FW


Employer's website

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

Employer details

Employer name

NHS Greater Manchester Integrated Care

Address

St James House

Pendleton Way

Salford

M6 5FW


Employer's website

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

For questions about the job, contact:

IT Service Management (ITSM) Manager

Andrew Barley

andrew.barley1@nhs.net

07787105758

Date posted

23 December 2024

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,148 to £52,809 a year pa

Contract

Permanent

Working pattern

Full-time

Reference number

896-STR-1187

Job locations

St James House

Pendleton Way

Salford

M6 5FW


Supporting documents

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