Digital Services Service Desk Team Supervisor

Dyddiad hysbysebu:	23 Chwefror 2026
Cyflog:	£44,485.00 i £52,521.00 bob blwyddyn
Gwybodaeth ychwanegol am y cyflog:	£44485.00 - £52521.00 a year
Oriau:	Llawn Amser
Dyddiad cau:	09 Mawrth 2026
Lleoliad:	Bromley, BR2 0EP
Cwmni:	NHS Jobs
Math o swydd:	Parhaol
Cyfeirnod swydd:	C9334-26-0163

Crynodeb

Key Responsibilities: Supervisory responsibility for the Digital Services Service Desk Function Appraisals for all Digital Services Service Desk staff Manage day-to-day relationships and request fulfilment with the users of the Trust. Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required. Line Management of the IT Service Desk Operatives/Analysts providing call handling management and 1st Level technical support. Provide empowerment, coaching and motivation to the IT Service Desk team, to delivery service. Implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function. Follow the ITIL method of Service Desk to include: o Single Point of contact (SPOC) o Single Point of entry o Single Point of exit o Easier for customers o Streamlined communication channel. o Incident Control: Life-cycle management of all service requests o Communication: keeping customers informed of progress and advising on workarounds Key Performance Indicator (KPI) establishment and reporting Supervise the IT Service Desk for day-to-day monitoring and KPI reporting. Assist in ensuring adherence to process and policies for successful delivery by the team and or for the service. Assist in managing of asset inventories and its component lifecycles. Display confidence and provide outstanding service, mentoring team staff and providing advanced trouble shooting as required. Assist in the adoption of incident and problem management and to act as the central point-of contact for service escalation, ensuring Workspace Manager is kept informed. Ensure adequate and regularly tested continuity plans are available to be used in the event of a disaster. Assist other IT Teams as needed in an efficient and effective manner. Produce weekly reporting statistics as needed to feed into the IT Operational Meeting Undertake any other reasonable duties as negotiated with the Deputy Director of IT. The above indicated the main duties of the post, which may be reviewed in the light of experience and developments within the Service. Any review will be undertaken in conjunction with the post holder. Communication: Communicate effectively, both formally and informally with stakeholders across the Trust and external suppliers. Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business. Negotiate with users, including clinicians and managers. Ensure all communication is clear and concise and contains no technical jargon when communicating with the business. Human Resources: Motivate IT Service Desk Staff Provide training and adherence to policies and procedures. Regular supervision 1-2-1/team meetings Assist in performance reviews. Line Management of the Digital Services Service Desk Team Manage NHSP system for contractual staff in IT Service Desk Responsible for completing E-Rostering for the team regularly throughout the month and ensure this is checked and finalised by the IT Service Delivery Manager before the due date. Lead on the full recruitment process for the Service Desk team; to maintain the consistent support quality. Planning: Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service. To develop and maintain standards of ITIL compliance. Delivery of Service: To deliver Digital Services Service Desk services to the Digital Services department and Trust taking ownership and resolving requests in line with policy, procedures, SLA and OLA requirements Assist with change management within the team, ensuring change requests to systems are adequately reviewed to ensure minimum negative disruption and successful delivery. Produce reports/dashboards from the Digital Services Service Desk, highlighting improvements and weaknesses. Develop a training plan to increase 1st line resolution. Create/Manage and review best solutions to request management and create a central working knowledge base. Ensure stretch targets are met in terms of call answering and call resolution for IT Service Desk Ensure team is equipped with the necessary skills and resources to meet changing and increasing demands on the service. Playing a pivotal role in performing the current State review/gap analysis of the existing ticketing tool and working with an external vendor to align in line with our support requirements. Participating in monthly external supplier review calls to assess the service level agreements and explore and provide opportunities for improvements. Review the current support process and identify the potential scope of improvements in line with Trust guidelines to enhance the end user experiences. Support on the Joiners, Movers and Leavers automation process To support the business and operational managers to understand business process change and benefits realisation during the implementation of Digital Services Providing helpful and considered analysis of processes and Digital Services capabilities to support service priorities. To work with service delivery management, review proposed benefits and risks in the new/redesigned processes, confirms the acceptance criteria for these processes, and ensures that they are properly documented in the business justification. IT Security: Assist in the adoption of good practice in-line with ITIL, Information Governance Toolkit and CfH recommendations for IT Solution procedures and practice. Report and record breaches of security to the Trusts Data Protection and IT Security Lead Other: Provide support to staff within different functions of the IT Department Ensure all IT Service Desk staff have professional development plans which identify training and development needs. Documentation kept up to date. Supervise the resolution of any complaints / requests that arise or escalate accordingly. Liaise with managers and peers on IT Services Leadership: Undertake learning and practice in the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others. Identify goals and objectives and motivating and leading others towards their achievement. Undertake study, learning and, where possible, practice in IT concepts and techniques external to own function. Increase and maintaining currency of knowledge of broader IT issues through reading, attending seminars or conferences, special studies, temporary assignments etc. Behavioural Skills: Meet targets and fulfilling agreements even when adverse circumstances prevail. Understand the needs, objectives and constraints of those in other disciplines and functions. Work co-operatively (rather than competitively) with others to achieve the goals of the Trust.