End User Technology Team Leader
7 months ago
The End User Technology Team provides services and support to all staff within the Trust. The customer base consists of both clinical and non-clinical departments and encompasses users with a wide range of IT skills, services and technology requirements.
EUT has two main functions; the Support functions that provide a second level support service resolving individual issues, and the Enterprise function that provides a more holistic third level service concentrating on issues and problems affecting the whole organisation. These functions exist as one team in order to provide the best level of continuity and service for the customer base.
The team is a cross-functional unit where all members of staff participate in all operational aspects of the team. The focus is on resolution of incidents and service requests in line with Service Level Agreements whilst providing an excellent standard of customer service at all times.
Support is currently provided between 8:00 and 18:00, Monday to Friday, on a shift basis, but there is a strong likelihood that the team will move toward providing a 24/7 service in the near future.
We are looking for a team leader for this newly established position. As such, we are looking for team leaders with previous management experience.
The role is to support the desktop team as we prepare to enable IT and upgrade Windows 10 and get ready for our new EHR.
**Services provided by this team**:
Second level hardware support service for desktop and laptop hardware technologies including: HP.
Second level mobile devices support service for iPad, iPhone and Samsung.
Second level hardware and software support for standalone and networked printers and Multi-Functional Devices including: HP, Ricoh, Zebra.
Second level hardware and software support for a variety of peripherals and medical devices.
Second level user support including account administration, profile configuration and access management.
Supporting the implementation of new End User Technology catalogue items and services and the integration of technologies and services provided by 3 rd parties.
Please note this role would require someone to be office based at either St Thomas' or Guys hospital sites.
Guy’s and St Thomas’ NHS Foundation Trust comprises five of the UK’s best known hospitals - Guy’s, St Thomas’, Evelina London Children’s Hospital, Royal Brompton and Harefield - as well as community services in Lambeth and Southwark, all with a long history of high quality care, clinical excellence, research and innovation.
We are among the UK’s busiest, most successful foundation trusts. We provide specialist care for patients including heart and lung, cancer and renal services as well as a full range of local hospital and community services for people in Lambeth and Southwark.
We have a long tradition of clinical and scientific achievement and - as part of King’s Health Partners - we are one of England’s eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We have one of the National Institute for Health Research’s biomedical research centres, established with King’s College London in 2007, as well as dedicated clinical research facilities.
We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We aim to reflect the diversity of the communities we serve and continue to develop new and existing partnerships with local people, patients, neighbouring NHS organisations, local authorities and charitable bodies and GPs.
The main duties are outlined within the Job Description, but the core aspects of the role are:
The End User Technology Team Leader is responsible for the day to day delivery of support of the Trust’s End User Technology customer base. The position holder will manage and be the technical lead for a small team, interacting with customers remotely and on site and playing a large part in maintaining the professional image of the IT department.
The End User Technology Team Leader will be responsible for managing and ensuring that outcomes are delivered in line with the department’s SLAs and all risks are managed effectively, ensuring priority issues and both technical and management escalations are effectively triaged and resolved.
This role will interact closely with the End User Technology Enterprise team to establish the root cause of incidents, communicate relevant information and disseminate appropriate technical updates to the End User Technology Support team.
The role is responsible for the efficient and effective delivery of the services provided by the EUT Team.
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