Itsm Team Leader

3 days ago

Whitley Bay, United Kingdom Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust Full time

The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA).

Northumbria Healthcare NHS FT provides health and social care services in Primary care, Acute hospitals, Community hospitals and services and adult Social care (PACS) through the 10000 employed staff. Northumbria Healthcare’s Digital Services team provide all of the technology and technical development to assist in the current electronic systems and
the development and delivery of the drive to be paper free at the point of care.

The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA)
- Lead and manage the Service Desk team, ensuring the delivery of high-quality IT services in line with NHS standards and best practices.
- Provide effective line management and leadership to the Service Desk team, overseeing their day-to-day operations, and ensuring timely incident resolution, problem management, and service request fulfilment.
- Foster a customer-centric culture within the team, promoting excellent customer service, efficient communication, and a positive user experience.
- Collaborate with stakeholders, including IT teams, business units, and end-users, to understand their IT service needs and ensure effective coordination, communication, and alignment of services.
- Monitor and report on the performance of the Service Desk team, leveraging key performance indicators (KPIs) and metrics to identify areas for improvement and ensure continuous service enhancement.

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