ICT Customer Services Manager

7 days ago

Tees Valley, United Kingdom Charity Society Full time

Join to apply for the ICT Customer Services Manager role at Charity SocietyManage ICT Servicedesk services to support IT services Trustwide. Ensure effective coordination between IT teams and other Trust teams. Manage the provision of an IT procurement, billing and monitoring service including ordering and invoicing. Day to day management of Trusts IT incidents and requests to ITIL standards.Assist in the development and maintenance of documentation and procedures. Ensure effective and efficient customer service. Produce timely and accurate reports on the performance of the ICT team and systems. Work with external suppliers to ensure the Trust achieves best value for money in the purchase of ICT equipment and services.Develop and implement protocols and training procedures for Infrastructure support staff. Ensure effective documentation of ICT procedures and policies. Manage an inventory of ICT hardware and software. Ensure the Trust is able to meet its Service Level Agreements with 3rd party and other NHS organisations.Assist in the implementation of audit requirements. Manage the provision of IT user accounts. Monitor and report on performance and targets of the customer services team. Ensure the correct and safe use of ICT equipment.Support the Trusts digital strategy. Management of departmental and non-clinical IT systems support. Plan and manage the deployment of Trust wide projects. Develop and implement standards, policies and procedures for use with Health Informatics Developments and management of business continuity services and disaster recovery provision.Where required, develop and plan for any changes to requirements surrounding training, new work, changing practices etc. Produce complex ad-hoc reports for all levels of Trust staff and external suppliers, where necessary adapt or provide new methods of interrogation and when requested provide an analysis at the required level.Manage the training needs and development needs of the ICT Servicedesk staff. Manage the effective delivery of IT services across the Trust. Act as an escalation for the ICT Servicedesk team staff with incidents and requests. Assist with planning and support of BAU system and device upgrades.Ensure ITIL processes are followed. Support ICT users to investigate IT operational requirements functions that contribute to improvements in the application of IT and the development of new or changed processes/procedures and ICT Infrastructure. Ensure RCAs are completed with the intention of identifying what went wrong, right and what can be done to improve the response in the future. Outcome of the review should also identify how to prevent the recurrence of the major problem.Travel to Trust sites as required to complete on-site tasks. Keep abreast of IT developments and technologies in order to effectively carry out the duties of the post and make recommendations for bringing benefits to our customers and improving service delivery.Job detailsSeniority level: Mid-Senior levelEmployment type: Full-timeJob function: OtherIndustries: Administrative and Support Services #J-18808-Ljbffr

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