IT Service Desk Team Leader
| Posting date: | 18 November 2025 |
|---|---|
| Salary: | £31,049.00 to £37,796.00 per year |
| Additional salary information: | £31049.00 - £37796.00 a year |
| Hours: | Full time |
| Closing date: | 02 December 2025 |
| Location: | Milton Keynes, MK6 5LD |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9430-25-0698 |
Summary
This will include but not be limited to the following activities: The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices. Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible. To assist the Service Desk Manager with the management of the IT Service Desk, to provide a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology. The post-holder will contribute in the role of ITIL Incident Manager. Applications The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System and a Radiology System through to an Office suite and our internally developed applications. Youll be expected to have or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff. Hardware The post holder will be expected to provide on occasion expert support on hardware which may include, laptops, mobile devices. Documentation The post holder will assist with the following activities: The creation and on-going maintenance of Standard Operating Procedures used within the group. The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff. The maintenance of standard Service Desk request forms and documentation to be used by and accessible to all Trust staff. Communication Effective and timely communications is an essential activity of the role and the IT Service Desk Team Leader will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include: Communicating the progress of logged incidents, problems and changes. Assist with communication to key stakeholders and system owners in connection with IT major incidents (e.g. unscheduled outages causing significant disruption to Trust system users). Training The post holder will understand the importance of training for both IT and non-IT staff and as such will be required to guide users through sometimes complex problems advising them of best practice and standard procedures. The post holder may be required to provide one to one training for users with reporting specific known incidents, this training may take the form of guidance through remote based tools or utilising communication skills to guide users over the telephone, alternatively this make be via face-to-face demonstration.The post holder will be expected to take an active role in the development of other staff through documentation and skills transfer. Please refer to the job description for further details.