Desktop Services Team Leader

2 weeks ago


Norwich, Norfolk, United Kingdom Norfolk and Norwich University Hospital Full time

The role requires the active participation in the development of the Desktop Services working methods, process, procedures, polices and strategies to enable the provision of outstanding service to the Trust.

Actively proposing policy / service changes that will impact beyond own area and implements policies for own area. Expected to propose and help implement changes to user working practices and procedures.

Creates, maintains, and organises all Desktop Services support activities; to include, planning and organising complex activities, requiring formulation and adjustment of plans against a variable inbound workload against a backdrop of constant interruptions.

Initiates plans and modifies Desktop work programmes to meet Trust requirements.

The Desktop Services Team Leader must possess excellent communication skills and understand the importance of providing outstanding customer service, while working efficiently and professionally under pressure.

The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.

To manage the Desktop Services team, to ensure Incidents and requests are handled efficiently and to liaise with the Manager regarding complaints and escalations as required.


To monitor ticket volumes and response times to ensure that Service Level Agreements are being met and to take timely action if they are not.

To provide an escalation point for problematic support issues, and to manage the solution to its conclusion, involving other teams and 3rd party companies as necessary.

Under the guidance of the Manager, evidence the continuous improvement and development of the service to ensure that changing Trust needs continue to be met, while actively seeking to improve the level of customer service provided by the Desktop Services through analysis and interpretation of complex data and information.

Monitors and maintains process adherence to ensure quality working practices.

Promote, champion and drive the use of IT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across Digital Health. This will include the responsibility for owning and developing some of the ITIL processes. Please refer to the Job Description for the full specification of responsibilities and requirements for this post.

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