ICT Service Desk Team Leader

2 weeks ago

Sheffield, Sheffield, United Kingdom Sheffield Health & Social Care NHS Foundation Trust Full time

This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution.

It will also be responsible for the continuity of service provision by co-ordination of day-to-day activities of IT Service Desk Technicians.

The post holder will manage rotas and take responsibility for incident and call management processes.

They will act as a point of escalation for the IT Service Desk Technicians and also deal with any customer service issues that may arise.

They will co-ordinate all general administration activities such as updating, maintaining and the development of the IT Service Management Toolset (Sunrise).

This includes the Service Catalogue, the Configuration Management Database (CMDB) and service documentation, i.e. triage scripts, Standard Operating Procedures (SOPs) and general support documentation.


Finally they will be responsible for the correct recording of information relating to incidents and service requests and will ensure that information is cascaded and escalated where appropriate.

Ensure the Service Management Toolset (Sunrise) is used to record all incidents and service requests accurately and effectively. This includes quality control of all recorded incidents reported by telephone, email and the self service portal. Ensure the continuity of service provision by coordinating cover and rotas by maintaining agreed minimum staffing levels. Prioritise tasks and workload depending on the demands of the service with frontline call management always taking priority. Operate the departmental Incident Management process when dealing with incidents reported to the Service Desk.

Act as incident manager for the Service Desk function ensuring any urgent or clinically impactful calls are effectively and efficiently.

Ensure the use of strong technical diagnostic and problem solving skills to maximising first line resolution of Service Desk enquiries.

Ensure all administration activities such as updating, maintaining and development of the IT Service Management Toolset (Sunrise) to include:
Service Catalogue CMDB, and service documentation, i.e.

triage scripts, Standard Operating Procedures (SOPs), general support documentation and contribution to the knowledge base is carried out by all members of the team.

The Digital IT Service Desk provides 1st and 2nd line services to the trusts 3000+ users. These can range from software to hardware requests.

The operating hours for the department are from 08:30 - 17:00 Monday to Thursday and 08:30 - 16:30 on a Friday.

To manage the provision of a responsive and customer focused front line Service Desk team for all users of the Trusts Information, Management Systems and Technology services.


To be responsible for the operational delivery and continuing service improvement of, high quality customer services, operating within agreed service levels, whilst providing excellent value for money.


Applying management and technology skills to ensure the department staff, tools and processes, evolve to meet the changing business needs of the Trust.

3 years experience of working in an IT support experience
~ Configuration/development experience of Sunrise ITSM
~ Customer service and IT Support experience
~ Manage IT Major Incident processes

Experience of using Contact Centre call management Toolset
Awareness of the Transformation Through Technology Programme

Ability to react quickly to challenging situations

oTo develop and maintain policies and standard operating procedures and to ensure processes are fully documented

GCSE English and Maths Garde (A-C) or Equivalent
ITIL v3

Further ITIL Qualifications

Sheffield Health and Social Care NHS Foundation Trust

  • IT Help Desk/Service Desk Engineer

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Senitor Associates Full time £28,000 - £31,000

    Service Desk Engineer - £2- 31K - SheffieldAn established client of ours in the Technology sector are looking for a 1st/2nd line Service Desk Engineer to join their internal IT department, on a permanent basis. The successful candidate will provide IT support to over 1000 users in the group and will be joining a close knit, fast paced team. You will be...

  • IT Service Desk Engineer

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Senitor Associates Full time £28,000 - £31,000

    Service Desk Engineer - £2- 31K - SheffieldAn established client of ours in the Technology sector are looking for a 1st/2nd line Service Desk Engineer to join their internal IT department, on a permanent basis. The successful candidate will provide IT support to over 1000 users in the group and will be joining a close knit, fast paced team. You will be...

  • Service Desk Engineer

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Senitor Associates Full time £28,000 - £31,000

    Service Desk Engineer - £28 – 31K – Sheffield An established client of ours in the Technology sector are looking for a 1st/2nd line Service Desk Engineer to join their internal IT department, on a permanent basis. The successful candidate will provide IT support to over 1000 users in the group and will be joining a close knit, fast paced team. You...

  • Service Desk Engineer

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Senitor Associates Full time

    Job DescriptionService Desk Engineer - £28 - 31K - Sheffield An established client of ours in the Technology sector are looking for a 1st/2nd line Service Desk Engineer to join their internal IT department, on a permanent basis. The successful candidate will provide IT support to over 1000 users in the group and will be joining a close knit, fast paced...

  • Service Desk Coordinator

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Concept Resourcing Full time

    Service Desk Co-OrdinatorHybrid - 2 days on site, South YorkshireUp to £22,000 DOE + benefitsConcept Resourcing are looking for a Service Desk Coordinator on behalf of their client who provide multi-site network deployments. You will be working for a company who put Health and Safety at the forefront of everything they do, their ongoing commitmentwinning...

  • Service Desk Analyst

    2 weeks ago

    Sheffield, Sheffield, United Kingdom University of Sheffield Full time

    Contract type: Open-endedLocation: On Campus 80% / Hybrid 20%The University of Sheffield delivers life-enhancing research, innovation, and education - come and join one of the teams that makes that possible. In IT Services, we're dedicated to providing excellent IT systems, services, and infrastructure to meet the needs of our students and colleagues. Our...

  • Service Desk Analyst

    2 weeks ago

    Sheffield, Sheffield, United Kingdom University of Sheffield Full time

    Contract type: Open-endedLocation: On Campus 80% / Hybrid 20%The University of Sheffield delivers life-enhancing research, innovation, and education - come and join one of the teams that makes that possible. In IT Services, we're dedicated to providing excellent IT systems, services, and infrastructure to meet the needs of our students and colleagues. Our...

  • First Line Team Leader

    2 weeks ago

    Sheffield, Sheffield, United Kingdom ASK4 LIMITED Full time

    Do you have leadership skills that you could bring to a growing busy team?Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.Do you have a passion for IT?Do you have experience on a busy service desk?Interested? We thought you would beThis is a permanent position based out of the Sheffield...

  • IT Service Desk Supervisor

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Sheffield Teaching Hospitals NHS Foundation Trust Full time

    An opportunity has arisen for 1 x IT Service Desk Supervisor to work in in conjunction with the Trust's existing 1stand 2ndline support teams to provide and help support a 24x7x365 IT Service Desk cover.The post-holders will provide technical support for all Trust sites.These include the existing campuses; namely: Northern General Hospital, Royal Hallamshire...

  • IT Service Desk Supervisor

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Sheffield Teaching Hospitals NHS Foundation Trust Full time

    An opportunity has arisen for 1 x IT Service Desk Supervisor to work in in conjunction with the Trust's existing 1st and 2nd line support teams to provide and help support a 24x7x365 IT Service Desk cover.The post-holders will provide technical support for all Trust sites.These include the existing campuses; namely: Northern General Hospital, Royal...

  • Team Leader

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Service Care Solutions Ltd Full time £21

    A client within the Public Sector based in South Yorkshire is currently recruiting for a Repairs and Maintenance Team Leader to join their electrical team as soon as possible.The client is offering a full time, temporary position on an ongoing basis with the ideal candidate having experience of working within a local authority within a housing environment....

  • Service Desk Lead

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Department for Education Full time

    Details:Reference number:Salary:- £39,483Job grade: Senior Executive OfficerContract type: PermanentBusiness area: DFE Operations and Infrastructure GroupType of role: Operational DeliveryWorking pattern: Flexible working, Fulltime, Compressed HoursNumber of jobs available:1ContentsLocationAbout the jobBenefits:Things you need to knowLocation Sheffield,...

  • Team Leader/ Line Leader

    2 weeks ago

    Sheffield, Sheffield, United Kingdom ASK4 LIMITED Full time

    Do you have experience on a busy service desk?This is a permanent position based out of the Sheffield Head Office.ASK4 provides Internet connectivity, smart building technology, and expert IT support services. Our dedicated team provides managed IT solutions to clients in the UK and Europe, supporting various sectors like student housing, build-to-rent, and...

  • Service Support Apprentice

    1 week ago

    Sheffield, Sheffield, United Kingdom Chelmsford City Council Full time

    Chelmsford City Council is seeking an Apprentice to join our Digital Service Desk team.The role will be available for start dates in August / September 2024.The successful applicant will have exposure to configuring and troubleshooting IT hardware, software, and telephony, whilst gaining valuable Active Directory and 365 Administrator skills, which will...

  • ICT Operations Manager

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Sheffield High School for Girls Full time

    Sheffield Girls' is looking to appoint an ICT Operations Manager to play a pivotal role in our ICT Support Department.You will be responsible for the management, installation, maintenance, availability and integrity of the school's ICT infrastructure. The role will involve working on a highly varied range of tasks and managing a small team of technical...

  • ICT Operations Manager

    4 weeks ago

    Sheffield, Sheffield, United Kingdom Sheffield High School for Girls Full time

    Sheffield Girls' is looking to appoint an ICT Operations Manager to play a pivotal role in our ICT Support Department.You will be responsible for the management, installation, maintenance, availability and integrity of the school's ICT infrastructure. The role will involve working on a highly varied range of tasks and managing a small team of technical...

  • Ict/ Telecoms Consultant

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Arup Full time

    Why Arup?Would you like to join our Digital Services group? We are a centre of excellence and incubator for ICT and Rail Telecom skills in Arup. We combine advanced digital, engineering, technology, analytics and product expertise to add value for clients.Arup's Digital Services Portfolio is a diverse team of over 250 expert consultants, bringing together...

  • Service Desk Co-ordinator

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Brewster Partners Recruitment Group Full time

    THE COMPANY:Brewster Partners are supporting with a Service Desk Co-Oridinator role for a leading telecommunciations compnay based in Sheffield.This role is office based and offers someone with I.T knowledge and keen orgainsational skills to work with a fast paced company.THE JOB:The role of a Service Desk coordinator is primarily to offer day to day...

  • Repairs and Maintenance Team Leader

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Service Care Solutions Full time

    A client within the Public Sector based in South Yorkshire is currently recruiting for a Repairs and Maintenance Team Leader to join their electrical team as soon as possible. The client is offering a full time, temporary position on an ongoing basis with the ideal candidate having experience of working within a local authority within a housing...

  • Service Desk Analyst

    2 weeks ago

    Sheffield, Sheffield, United Kingdom Kinetech Full time

    1st Line Support Analyst - £ £ Bonus + BenefitsSupportive and close knit team and large in house IT function means you can look forward to a fantastic working environment, positive work culture and lots of opportunity for progression.nVibrant Media Culture and an attractive bonus and benefits package.More about the role:nOffering best in class 1st / 2nd...