Service Desk Manager

4 weeks ago

Eastbourne, United Kingdom East Sussex Healthcare NHS Trust Full time

Job summary

We have a fantastic opportunity for a Service Desk Manager, who will be responsible for the day-to-day management of the ESHT Digital Service Desk.

The Service Desk is the first point of contact for our 8,000+ colleagues who may want to register a request, report a fault or obtain advice and information about our digital services and equipment. Calls to the team are raised by telephone or via an online portal.

Managing a team of Service Desk Analysts, the successful candidate will ensure that the service provided to colleagues is of the highest possible quality whilst meeting Service Level Agreements and Key Performance Indicators.

Our ideal candidate will have experience of managing a customer facing service desk or call centre environment, be ITIL Service Management certified and have excellent written and verbal communication skills, with the ability to explain complex digital information in a way that both technical and non-technical colleagues can understand.

The Service Desk is based at Eastbourne DGH and operates from 8am - 6pm Monday to Friday.

Main duties of the job

Reporting to the Digital Operations Manager, the successful candidate will lead and line manage the Service Desk team and be responsible for scheduling resources and developing staff to agreed levels of competency.

They will provide statistical information, monitoring and reporting on the performance of the Service Desk, which feeds into the monthly Digital Integrated Performance Review and other reporting as required.

The postholder will act as an escalation point for complex technical issues and will make informed decisions on further escalation to specialist colleagues.

They will also be expected to continuously look for ways to develop and improve the service provided by the team and ensure that, in the event of a serious incident, the team fulfils its role as set out in the Digital Major Incident Plan.

About us

A wide range of staff benefits are available to our staff including staff development, enrolment in the NHS pension scheme, auto-enrolment to our Temporary Workforce Service, access to nurseries at EDGH and Conquest, staff restaurants and on-site staff accommodation.

In addition to an internal Occupational Health department, all staff also have access to free psychological support through our confidential Employee Assistance Programme which is available to staff 24 hours a day 7 days a week. Onsite parking is available from only £30 a year.

There has never been a better time to join East Sussex Healthcare NHS Trust, submit your application today.

Job description

Job responsibilities

Please see the attached job description and person specification.

If you would like further information, please do not hesitate to contact us.

Person Specification

Qualifications

Essential

Degree in relevant Digital discipline or equivalent level of relevant experience ITIL Service Management certified Evidence of continued professional development Proven experience delivering high quality, responsive services as a Service Desk Manager

Desirable

Project Management Microsoft accreditation

Experience

Essential

Experience of the management of a customer facing service desk or call centre environment Experience of delivering a service to agreed levels of performance Experience of managing and developing a team Experience of investigating complex technical issues and comparing options before providing resolution Experience of leading cycle of improvement within team Experience of writing policies and procedures

Desirable

Experience of working within and IT environment with the NHS or other public sector organisation

Skills

Essential

Excellent written and verbal communication, able to work with people at all levels Able to explain complex IT information so that it is understood by audience Knowledge of ITSM, ITAM and ISO9001 Able to analyse data and use this to inform service improvements

Desirable

Management of major incidents Attendance and participation in Change Board

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