ICT Service Desk Team Leader

Job overview

Working Full time : 37.5 hours per week

This is a key role within the ICT Operations Department and one where your opinions matter and you can really make a difference. As part of a three person leadership team reporting into the ICT Deputy Service Delivery Manager, this role is key for the delivery of great customer service and continual improvement for the ICT Operations Department.

Main duties of the job

• Supporting the delivery of the IT Support Service consistent with the Informatics Strategy. Provide IT technical support coordination and escalation support across all associated IT technical teams.
• Ensuring effective Incident Management in in place by monitoring against quality measures and checks.
• Plan and prioritise IT Support activities, co-ordinating holiday, shift rota and training schedules and the delegation of ad hoc tasks as required to ensure achievement of team and personal objects and service level agreements.
• Escalate and monitor incidents and requests reported to external agencies, suppliers and contractors ensuring that appropriate minimum data sets are submitted correctly, and full communication of call progress is maintained in a timely manner.

Detailed job description and main responsibilities

See Job Description for further details.

Recruitment selection processes are based on competence (see Person specification) and values.

Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £27.50 (standard) or £55.50 (enhanced), this cost will be deducted from your salary over the first three months of employment.

You are encouraged to enrol for the DBS Update Service. A small annual fee of £16 per year applies.

New entrants to the NHS will commence on the minimum of the scale stated above.

Applicants are advised to apply early as if a large number of applications are received for this post, we reserve the right to close the vacancy prior to the advertised date.

Good luck with your application.