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Operation Service Desk Manager | Arden and GEM Commissioning Support Unit
| Posting date: | 10 June 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £50,952 - £57,349 per annum |
| Hours: | Full time |
| Closing date: | 18 July 2024 |
| Location: | Leicester, LE1 6NB |
| Company: | NHS Arden and GEM Commissioning Support Unit |
| Job type: | Contract |
| Job reference: | 6365696/880-6365696 |
Summary
We are looking for someone who is highly motivated and who can make a high impact to our Service Desk. We are lucky that we have very competent staff already in place but now require an Operational Service Desk manager to provide Service management support till end of March 2025.
The Operational Service Desk manager will act as a main lead for the SART (Systems, Application and Reporting) Service Desk managing a multi-skilled team with geographical challenges and will work as part of the management team within the service alongside the Head of Systems, Business Analyst Lead, Reporting Solutions Architect and Senior Team Managers.
This role will be expected to devise, operate and manage within Service Level Agreements/Operational Level Agreement standards expected by customers for the Service Desk function and deliver against the ITIL Framework.
The Operational Service Desk manager will aim to:
• Foster a culture of continuous improvement by reviewing service performance, soliciting feedback from stakeholders, and identifying opportunities for optimisation.
• Implement service improvement initiatives to enhance service quality and efficiency over time
• Provide stakeholders with visibility into service performance, adherence to SLAs, and overall service health
• Review effectiveness of practices and make adjustments as needed based on changing business requirements, technology advancements, and feedback from stakeholders.
As the Operational Service Desk Manager, you will:
• Manage the Service desk team and provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions.
• Be responsible for oversight of Problem management, developing processes/Standard Operation Procedures to manage customer expectation in the investigation, communication and resolution.
• Have oversight of customer complaints/queries and identify and implement operational improvements within the team and service.
• Manage the end to end management of major incidents including overseeing the creation of post incident reports, communication with stakeholders to reach a resolution and conducting post incident reviews
• Able to co-ordinate root cause analysis
• Responsible for Change management
• Responsible for Release management
• Provide Service Level management and reporting
• Continuous Service Improvements with proactive identification of service improvements
• Design robust incident and problem management processes to quickly identify, prioritize, and resolve service disruption and underlying issues
We are a multi award-winning organisation that has achieved the prestigiousInvestors in People Gold Awardfor ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
• A competitive salary with annual pay reviews
• A generous annual leave entitlement starting at 27 days
• Membership of the NHS Pension Scheme
• Flexible working and family friendly policies, including enhanced parental leave and pay
• A wide range of in-house and external learning and development opportunities
• Access to salary sacrifice and discount schemes
• Access to employee assistance and occupational health services.
Only applicants with the right to work in the UK need apply.
Full vacancy details can be found in the attached Job Description / Person Specification.
Please refer to your suitability to the post in your supporting information from the role requirements or person specification.
This advert closes on Wednesday 3 Jul 2024
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