IT Support Team Leader (Community)

Job overview

• Lead the Community Desktop team staff and services to ensure end users are provided with timely and relevant support, the systems are secure, reliable and perform as agreed.
• Ensure operational procedures are followed and service delivery to agreed targets and deadlines, ensuring standards of performance and security are maintained.
• Provide incident and service request support, managing day to day priorities and escalating issues as appropriate, and using the IT Service Desk as per departmental procedures
• Manage the installations, configurations, relocations and decommissioning of computer hardware and software; fault-find and rectify problems
• Promote good practice in the use of hardware and software and IT security, provide specialist technical knowledge and guidance , act as a local expert / reference point
• Ensure departmental and organisational policies and procedures are followed and are aligned to industry and NHS best practises.

Main duties of the job

This role is eligible for sponsorship of Skilled Worker Visa. Candidates must ensure they meet the appropriate criteria to acquire this Visa before applying. HDFT does not offer relocation expenses, however.

The role involves close working with all teams within the IT function and throughout the wider organisation, ensuring a quality client-focused service is delivered to users and providing second line support to users of IT systems and services across the organisation.

This role would suit someone who can work through technical issues, support colleagues that have a wide range of technical abilities, and have a logical thought process.

A successful candidate would be forward thinking, patient, able to simply explain technical issues to non-technical staff, and have exceptional knowledge of Windows 10, Windows 11, and Android operating systems.

This role is a management role and would have 6-7 staff reporting to them. In turn, this role reports to the IT Operations Manager (Desktop & Mobile). The role would undertake both IT support for an area of the footprint, and also management support for the staff they manage.

A successful candidate should be capable of managing staff requests and issues on their own initiative, and uphold the Trust's Values when dealing with such tasks.

This role will involve some travel around the HDFT Community footprint, and so a full UK driving license and access to a vehicle that is insured for business mileage is essential.

Detailed job description and main responsibilities

1. To lead the team of Desktop Technicians to implement, manage and support the organisation’s computer systems, network and telecommunication systems

2. Lead and motivate staff within the team to deliver and improve services, mentor and train junior staff within the department in line with service management best practises

3. Ensure the team provide a robust second line support for the IT service desk, that all operational processes are followed and the required documentation is completed

4. To ensure standards of performance are maintained across staff, systems and security reviewing reporting and other information to analyse and understand trends

5. Ensure the monitoring and enforcement of the security of the organisation’s IT end user hardware and software infrastructure

6. Implement strategies to enhance desktop support and service desk services and investigate ways to reduce costs and environmental impact

7. Ensure the Desktop Support team provides a robust second line support for the organisation, across both the Acute and Community footprints.

8. Ensure that hardware and software installations meet standards, is compatible with the established base, and allows a successful transition from the previous position.

9. Raise the profile of the IT service, in particular to establish a reputation for providing an effective, timely and responsive service.

10. Identify how each reported problem should be resolved, allocate resources if necessary and to ensure that all work is undertaken to the standard expected.

11. To analyse reasons why services do not always meet the standard expected, and to propose and subsequently implement measures to rectify this.

12. To provide specialist support in areas such as clinical / corporate user hardware, software and to liaise with the providers to ensure problems are resolved quickly and efficiently.

13. To adhere to all IT hardware and software user documentation and to alert the appropriate manager if changes are required to such documentation.

14. To liaise with service users and departments in an advisory capacity on IT issues.

15. To ensure that all desktop support and service desk operations are generated in accordance with agreed timetables, and to liaise with users and suppliers in the event of any problems.

16. To assist with the implementation of new hardware and software and take an active part in IT projects as deemed appropriate by the management team.

17. To ensure all users of IT desktop services are advised on system security, in line with the security policy.

18. To take responsibility for the day to day leadership and management of the desktop support team.

19. To undertake any additional duties that may be defined by the IT Operational Manager.

20. Deputise for the IT Operational Manager as and when required.

21. Post holder will be required to perform RA Manager Advanced duties.