ICT Support Team Leader

6 days ago

Tonypandy, United Kingdom Cwm Taf Morgannwg University Health Board Full time

Job summary

An exciting opportunity for two permanent ICT Support Team Leaders, has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board. Based at Prince Charles Hospital, Merthyr Tydfil and Royal Glamorgan Hospital in Llantrisant, with a need to also work at other locations across the organisation when required.

You will manage a small team of technical support staff, supporting clinical and non-clinical staff across Health Board sites. You will be a point of escalation for staff with ICT related queries, as well as supporting them day to day to a wide array of HR tasks.

The candidate will require strong technical experience, supporting users with applications and devices. You must demonstrate experience working within ICT within your application which is essential for this role.

The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space.

Hybrid working is available where the service needs allow.

Main duties of the job

The post holder will:

Manage a small technical team of ICT support staff Support the operational team in the maintenance, implementation and management of desktop and clinical systems Support the desktop support team in resolving day to day queries reported through service desk Plan and undertake maintenance of a range of equipment Produce and review regular reporting statistics and make recommendations where necessary Work with multiple stakeholders Work alongside other team leaders to suggest and implement improved ways of working

Experience in an ICT setting is essential for this role, experience in a healthcare setting is desirable.

You will be expected to raise service incidents and problems and communicate with users and other ICT staff, including stakeholders, where necessary.

You will be expected to participate in an on-call rota and the ability to travel in a timely manner is essential for this post as you will be expected to travel between sites across the health board.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

About us

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:

We listen, learn and improve We treat everyone with respect We all work together as one team

We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.

Job description

Job responsibilities

You will be able to find a full Job Description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Qualifications

Essential

Degree or equivalent skills, knowledge and experience, plus additional specialist knowledge of clinical working procedures and practice in a range of areas, both patient facing and in diagnostic areas which has been established though experience gained over a working closely with clinical teams and ICT analysts and developers. Ideally this will include support and development of Clinical Systems and implementation of these. Knowledge and experience of computer systems, software and hardware to degree level or equivalent.

Desirable

ECDL or similar qualification. Relevant professional qualifications.

Experience

Essential

Experience of working in a technical support role. Proven ability to liaise with people at various levels throughout the organisation and external agencies Confidentiality and other policies affecting confidentiality. Working knowledge of the organisation of the NHS, and current policy initiatives. Up-to-date awareness of NHS IT Strategy.

Desirable

Previous experience within a clinical environment. Previous experience of managing small teams. Previous experience of training staff in IM&T related skills. Previous experience in systems administration.

Personal Qualities

Essential

Competent in the management of staff. Be comfortable working with all levels of organisation. Self-starter. Ability to work comfortably within resource constraints and deadlines.

Desirable

Ability to speak Welsh.

Circumstances

Essential

Able to meet the physical demands of the role, particularly Installation of equipment. Regular use of a VDU. Able to travel around UHB sites in a timely manner.

Desirable

Work flexibly to meet demands of the department and the service. Participate in on-call rota.

Aptitude and Abilities Skills

Essential

Ability to produce good quality documentation, report writing. Presentation skills. Excellent written and verbal communication skills. Management/Supervision skills. Advanced keyboard skills. Problem solving skills. Follow and champion ITIL principles.

Desirable

The ability to speak or learn Welsh to a satisfactory level. Detailed experience with Microsoft Office and appropriate server management software.

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