IT Service Desk Manager | Essex Partnership University NHS Foundation Trust
| Posting date: | 17 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £43,742 - £50,056 Per Annum |
| Hours: | Full time |
| Closing date: | 17 May 2024 |
| Location: | Colchester/Thurrock, SS11 7XX |
| Company: | Essex Partnership NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 6231417/364-A-7393-A |
Summary
The IT Service Desk Manager role will be to manage and control the service desk and enable and empower the team to achieve their operational and business objectives whilst adhering to operational budgets. whilst maintaining high levels of customer service, and meeting KPI’s. EPUT operates a 24/7 service. The successful candidate will have the opportunity to work remotely and at our two Service Desk locations in Colchester and Thurrock.
• Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function.
• Provide leadership to the Service Desk team from an escalation point and a management escalation point for strategic and operational decisions.
• responsible for coaching and mentoring Team Leads.
• Lead the day-to-day activities, co-ordination of major Incident issues for the directorate.
• manage the service desk team and instil a customer service culture that excels.
• Manage conflict and mediation both inside the team and between teams/services.
• Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives.
• Ensure teams are working within the service level agreement.
• Provide appraisals and 1:1 for Team Leads
• Excellent interpersonal skills ability to communicate effective/verbally and produce good written information.
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
• Season Ticket Loans
• NHS discounts for staff
• Excellent Training facilities and opportunities
• Buying and Selling annual leave scheme
• The opportunity to work bank shifts and expand knowledge and experience in other areas
• Salary Sacrifice schemes including lease cars and Cycle to Work
• Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
• Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function.
• Take direct responsibility for Team Leader’s, advise and mentor as required.
• Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives.
• When required deliver project work to agreed timelines and budget.
• manage the service desk team and instil a customer service culture.
• Manage conflict and mediation both inside the team and between teams/services.
• Provide leadership to the Service Desk team from both a technical escalation points for direct reports and a management escalation point for strategic and operational decisions.
• Manage performance, ensuring agreed SLAs and KPI’s are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.
• Conduct regular service review meetings with other management and business leads.
• The post holder will be responsible for assisting the Head of IT customer Experience and to achieve the KPI’s and SLA’s as defined for the department.
• Produce monthly service performance reports.
• Work with internal IT teams to reduce aged calls.
• Identifying and developing any opportunities to enhance support to the business and customers.
• Work alongside the Escalations Manager to follow up on incidents with users to ensure customer satisfaction.
• To provide leadership and support for projects where required
• Facilitate and support the transition of new services into live support.
• To ensure that for users the IT support function is efficient, effective and adapts to changing circumstances.
• To implement service standards, developing common systems and processes
• To take responsibility for the performance management and development of the team
• Ensure processes are in place for monitoring the quality of interactions with the Service Desk to enable effective performance management and customer satisfaction to insure ITIL standards are met.
• To be aware of, and to adhere to, all Trust policies and procedures.
• To engage fully with the Major Incident and Incident Management processes
• To co-ordinate and organise, the Information Technology Team's "out-of-hours" support capability.
• To make sure that the quality and appropriateness of the Service Desk IVR messages are suitable at all times.
• To maintain an up-to-date awareness of IT technologies and developments. This may involve attending seminars, training events and reading relevant journals and technical documentation.
• Ensure the IT Out of Hours Service is delivered in line with the agreed service levels.
• Address and resolve complex issues escalated by team leaders,
• Responsible for monitoring demand levels and applying escalation plans as required (if possible, before), delays occur.
This advert closes on Wednesday 1 May 2024