Service Desk Team Lead

3 weeks ago

Islington, United Kingdom North Central London Integrated Care Board Full time

The North Central London (NCL) Integrated Care Board is part of the NCL Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.

The ICT department is a forward-thinking and innovative service that is focused on delivering a high quality, resilient ICT service to our corporate and primary care colleagues across NCL. Delivered through the provision of infrastructure, technology and informatics to understand the outcomes of ICB investment, our aim is to ensure that technology, data and infrastructure are optimally designed and delivered to achieve maximum benefits for the patients of North Central London.

We are seeking to recruit a motivated and dynamic Service Desk Team Lead to join us in our journey, embracing transformational change through the use of new technologies and automation across our organisation.

Interviews are expected to take place w/c 8 th April 2023 via Teams.

**Key Responsibilities**:
As a Service Desk Team Lead, you will play a crucial role in ensuring the efficient and effective operation of the NCL ICB and GP Practices. Your responsibilities will include:
**Collaboration**: Working closely with ICT colleagues to address technical challenges and improve overall system performance.

**Customer Service**: Ensuring a high level of customer satisfaction through effective communication and problem-solving.

**Team Management**: Leading, mentoring, and developing a team of service desk analysts to ensure they are providing high-quality support.

**Performance Monitoring**: Monitoring the performance of the service desk team, identifying areas for improvement, and implementing changes to enhance service delivery.

**Reporting**: Preparing regular reports on service desk performance, including metrics such as call volume, resolution times, and customer satisfaction.

**Process Improvement**: Continuously reviewing and improving service desk processes and procedures to enhance efficiency and effectiveness.

**Technical Support**: Providing first-line remote technical support to end-users, resolving issues promptly and efficiently as well as being a technical point of escalation.

**Incident Management**: Logging and categorising incidents, escalating where necessary, and ensuring timely resolution, includng end-to-end management of the major incident process.

On 1 July 2022, NHS North Central London Integrated Care Board (NCL ICB) was established. The ICB is part of North Central London Integrated Care System (ICS). The ICS is a partnership of organisations that come together to plan and deliver joined up health and care services to improve the lives of people in our five boroughs: Barnet, Camden, Enfield, Haringey and Islington.

ICBs are statutory NHS bodies responsible for planning and allocating resources to meet the four core purposes of ICSs:

- to improve outcomes in population health and healthcare
- tackle inequalities in outcomes, experience and access
- enhance productivity and value for money
- help the NHS support broader social and economic development.

North Central London’s population is incredibly diverse, and continues to grow and change. This brings pressure and challenges for the local health and care services that NCL ICB commissions - or buys - on behalf of residents. NCL ICB works closely with Councils, providers, general practices, voluntary, community organisations, and unions, to achieve our shared aims.

NCL ICB values our staff, our partners and their expertise to deliver the best health and care possible for the patients and residents of North Central London.

**Requirements**:
To be successful in this role, you should possess the following:
**Experience**: Proven experience in a similar role, preferably within a healthcare or IT support environment.

**Technical Skills**: A good understanding of IT systems, hardware, and software. Familiarity with common service desk tools and incident management systems.

**Communication Skills**: Excellent verbal and written communication skills, with the ability to convey technical information in a clear and understandable manner.

**Customer Focus**: A strong commitment to providing exceptional customer service and a proactive approach to problem-solving.

**Team Player**: Ability to work collaboratively with a diverse team and stakeholders.

**Flexibility**: Willingness to work in a fast-paced environment and adapt to changing priorities.

Please see the attached Job Description for full duties and responsibilities.

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