Service Desk Manager | NHS Midlands and Lancashire Commissioning Support Unit
| Posting date: | 31 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £35,392 - £42,618 Starting salary is bottom of the band as per Agenda for Change |
| Hours: | Full time |
| Closing date: | 30 June 2024 |
| Location: | Chester OR Chorley, CH2 1HJ |
| Company: | Midlands and Lancashire CSU |
| Job type: | Permanent |
| Job reference: | 6348266/877-CSU-6348266 |
Summary
An exciting opportunity has arisen within IT at MLCSU, and we are looking for a Service Desk Manager to join the IT Service Delivery Team. The role will be managing the North region of the Service Desk team.
We are looking for an enthusiastic, self-motivated, flexible and passionate individual to join the Service Delivery Team. Candidates must have significant proven service desk skills, IT knowledge and experience, strong leadership skills and a comprehensive understanding of IT Service Management principles. Significant experience and knowledge of working in an ITIL aligned service environment, with a dedicated focus on best practice and working / operating to best practice guidance and service standards.
Candidates must have a customer focused approach, excellent communication, presentation and interpersonal skills and the ability to build key relationships with key stakeholders.
You will need a flexible approach to a varied workload and have the ability to work autonomously and as part of a team in a very dynamic environment, coupled with commitment to providing efficient and effective service is essential. You will work alongside the Service Desk Manager for the South region and the 4 Service Desk Supervisors.
The role requires office attendance weekly to both Chester and/or Chorley in Lancashire.
**PLEASE NOTE THAT THIS ROLE DOES NOT OFFER VISA SPONSORSHIP AS THIS ROLE IS NOT ELGIBLE**
NB: Internal candidates will take preference and will be considered first.
As a Service Desk Manager, you will be responsible for the day-to-day management of the Service Desk function for our client contracts. You will be a positive role model for the team, ensure high levels of quality and compliance are maintained; and liaise with client leads, CSU Colleagues and collaborative partner organisations as appropriate to ensure contractual obligations are achieved and escalations/complaints are minimised.
The successful candidate will have excellent organisational and communication skills, good ITIL knowledge and will ideally have worked in an IT environment with Specialist knowledge of IT Service Management principles. You will need to be a proven Service Manager with experience of resource allocation to meet high incoming demands.
The post holder will lead and manage a team of staff ensuring that services are managed and delivered successfully to contractual specifications and to agreed SLA’s. You will be comfortable engaging constructively with technical, non-technical, clinical, and corporate colleagues both within the CSU and partner / client organisations.
Experience of analysing and interpreting data will be a requirement of the post.
NHS Midlands and Lancashire Commissioning Support Unit (MLCSU) is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction.
We work together as a team of over 1,600 expert staff based across the Midlands and Northwest to make a difference – for our customers, patients and communities. Offering a full range of professional services to Integrated Care Boards (ICBs), hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies across the country.
Our vision is to be pivotal in fully supporting the delivery of major improvements in health and wellbeing for populations we serve, and our values underpin everything we do:
• Quality and excellence
• Adding value
• Partnership working
• People matter
• Transparency and integrity
MLCSU is committed to our process of redeployment at risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.
You will:
• Work closely with Service Delivery Managers to ensure successful delivery of operational services to all clients, in line with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Provide best practice guidance and ensure the Service operates to best practice standards.
• Provide line management for the Service Desk Team; ensuring that you are a positive role model, undertaking appraisals and 121s, recruiting, and enforcing HR procedures (including progressing any disciplinary or capability issues), as necessary.
• Develop, produce and present reports on a regular basis using a number of different reporting tools; and represent the Service Desk team on meetings with clients and key stakeholders
This advert closes on Tuesday 11 Jun 2024