Helpdesk Team Leader

1 month ago

Leicester, United Kingdom Arden and GEM Commissioning Support Unit Full time

We are in the process of searching for an exceptional Helpdesk Team Leader who has a background in leading a team of people dedicated to dealing with complex administration. This post will be working within the Data & Systems Department.

You will oversee and provide support to a team of help desk assistants. This will include dealing with difficult situations, organising workloads and effectively managing escalations.

Whilst it is desirable to have experience of working in a healthcare setting, we are first and foremost looking for individuals who can successfully unite teams and can drive improvements through the effective coaching and development of our staff.

You will be passionate about delivering excellent customer service and will have a track record of with working with a wide range of stakeholders. Excellent IT skills are essential to this role.

With a background in leading a team, you will have the following deliverables:

- Identify and manage the teams performance including work allocation
- Lead, inspire and motivate the team to go over and above to keep the users at the heart of everything they do.
- Manage change positively and promote continuous improvement by recommending changes that will improve results whilst retaining team spirit.
- Engagement with key stakeholders to ensure service delivery

The post holder will oversee and provide support to a team of help desk assistants. This will include dealing with difficult situations, organising workloads and effectively managing escalations.

They will support the Operational Service Manager and Principal Support Coordinator in delivering efficient user support, ensuring that the team’s workstream is planned and managed effectively, accurately and in a timely manner.

Arden & GEM is one of the largest Commissioning Support Units in the country. Our customers include Integrated Care Boards, NHS England, local authorities, and a range of care providers.

With offices throughout the Midlands, North West and South East we cover a core geographic patch that extends to Greater Manchester in the north and Essex in the south. Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.

We provide real value to our customers by working at scale, creating the synergies and innovation that ultimately drives improved patient outcomes and makes commissioning resources work harder Our cornerstones are quality, value, innovation, and complete customer focus.
- To react to any service issues that may arise and being responsible for escalating in order to reach the intended outcome.
- Contribute to performance improvement, taking a lead for identified areas where agreed; and overall day-to-day supervision of the team performance, including the management of the team’s operational workload
- Ensuring that all queries and issues are handled in a professional and timely manner
- To provide training and support to team members
- Effectively managing all service escalations, including ensuring that all challenging user queries/system issues are escalated appropriately
- Support the creation and delivery of standard operating procedures within the team, highlighting instances where these need to be reviewed or amended for continuous
- Support the team to ensure that the portfolio of tasks/projects is planned, managed and delivered effectively and
- Contribute to short, medium and long term business plans, achieving quality
- Work proactively with the Deputy Support Coordinator to ensure delivery and compliance with key performance indicators and other performance metrics
- The post holder will always adhere to the service guidance and work within established policies, procedures, protocols and systems ensuring quality standards and performance as directed by the Service Lead.
- Leading the helpdesk team in the robust and accurate management and maintenance of internal documentation and user guides
- Ensure the helpdesk team complete all aspects of their required roles and duties within the department, ensuring policy and guidance is followed appropriately
- Ensure administrative team compliance with Information Governance policy and guidance
- Support the implementation and evaluation of projects and provide high quality information, analysis and feedback, often requiring high levels of concentration
- Ensure that all complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to line manager when appropriate
- Contribute to the development of ongoing performance strategies and the further development and implementation of improvement
- Contribute to the communication of information, risks, issues and dependencies, including briefings and reports to project teams, line managers and a range of internal and external staff.
- Ensure accurate and open c

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