ICT Service Desk Team Leader

3 days ago


Chester, Cheshire, United Kingdom Countess Of Chester Hospital Full time

About the Role

This is a key position within the ICT Operations Department at Countess of Chester Hospital NHS Foundation Trust, where your opinions matter and you can make a significant impact. As part of a three-person leadership team reporting to the ICT Deputy Service Delivery Manager, this role is crucial for delivering exceptional customer service and driving continuous improvement in the ICT Operations Department.

Main Responsibilities

  • Supervise an efficient, responsive, and effective IT support service, ensuring that IT Service Desk staff provide high-quality customer service and support in line with corporate Service Level Agreements.
  • Work closely with the ICT Operational Support Team Leader, ICT Desktop Support Team Leader, and IT Service Delivery Manager to ensure a high-performing, structured, and coordinated approach to IT support provision and delivery.
  • Coordinate the escalation of non-resolved incidents and service requests to the IT Service Delivery Manager.
  • Act as the subject matter expert within Informatics projects and lead operational support improvement projects.
  • Participate in the on-call rota.

Working for Our Organisation

At Countess of Chester Hospital NHS Foundation Trust, staff pride themselves on leading through clinical excellence and creating an environment where all staff are valued and appreciated. Our vision is to improve the lives of our community and provide excellence in healthcare through partnership and innovation. We welcome applications from colleagues from our local and neighbouring communities of all backgrounds and identities, who are currently under-represented within our region, such as Black, Asian, Minority ethnic, and those with disabilities.

Our Culture

We are reviewing the way we work and exploring new working practices that support flexible working, creating a positive work-life balance. As part of our recruitment process, we will explore how our inclusive employment policies, flexible working, staff engagement forums, Trust facilities, and services can be of mutual benefit.



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