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Digital Service Desk Manager FTC
| Posting date: | 23 May 2025 |
|---|---|
| Salary: | £46,148.00 to £52,809.00 per year |
| Additional salary information: | £46148.00 - £52809.00 a year |
| Hours: | Full time |
| Closing date: | 08 June 2025 |
| Location: | Coventry, CV6 6NY |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9444-25-0266 |
Summary
Key responsibilities will include: Team Leadership & Development: Directly manage, mentor, and motivate a team of service desk analysts. Conduct regular performance reviews, identify training needs, and foster a culture of continuous improvement. Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs). Service Delivery Management: Oversee the efficient and effective resolution of Digital related incidents and service requests. Monitor and analyse service desk performance metrics (e.g., first-call resolution, response times, customer satisfaction) and implement improvements. Ensure adherence to ITIL best practices and internal processes. Act as an escalation point for complex or critical issues. Stakeholder Management: Build and maintain strong relationships with internal stakeholders across different departments. Communicate effectively with users regarding incident status and service updates. Gather feedback to identify areas for service improvement. Process Improvement & Documentation: Develop, maintain, and improve service desk processes and procedures. Ensure comprehensive and up-to-date knowledge base documentation. Contribute to the development and implementation of IT policies and strategies. Working towards achieving the Service Desk Certificate (SDC) accreditation Reporting & Analysis: Generate regular reports on service desk performance and trends. Identify and analyse root causes of recurring issues and recommend solutions. Provide insights and recommendations to IT management. What You'll Bring: Proven experience in managing and leading a service desk team in a fast-paced environment. Strong understanding of ITIL framework and its practical application. Excellent problem-solving, analytical, and troubleshooting skills. Exceptional communication (both written and verbal) and interpersonal skills. Experience with service desk ticketing systems. Demonstrated ability to drive process improvement and enhance customer satisfaction. Strong organisational and time management skills with the ability to prioritise effectively.