Digital Service Desk Team Leader

Job summary

As team leader for our Service Desk you will be accountable for minimising the amount of lost clinical and operational time owing to incidents relating to users' access to IT services, systems and equipment.

Lost time in front line care delivery causes operational inefficiency, creates risk, and can impact patient safety, so making sure that our clinical, support and administrative colleagues have access to the systems, equipment and information they need in order to work effectively and efficiently is the most critical aspect of our IT service.

Having a singular focus on making sure that we are doing everything possible to get colleagues back up and running quickly and simply whenever and wherever anything goes wrong you will lead your team in understanding the type, frequency and nature of demand and measuring how well it is dealt with. You will use this information to help your team improve user experience of IT services by acting on the things that get in the way of excellent performance.

The primary focus of your role is to understand demand and how we respond so that, with your team, you can take action on the way work works, improve user experience, and reduce operational disruption and ensure the end user is able to access IT systems to support patient care.

Main duties of the job

• Focus on measurement of performance against purpose (from the user perspective)
• Ensure your team are regularly reviewing measures and engaging in understanding the conditions that influence performance so that you can take action on them.
• Spend the majority of your time "in the work", building understanding and acting as a stimulus for change and improvement amongst your team.
• Work across multiple locations within the Northern Care Alliance NHS Group.
• Act as the user/customer champion, constantly ensuring that focus is maintained on minimising front line time lost.
• Work with upstream and downstream colleagues and their teams where necessary to improve performance.
• Hold regular service review meetings with key service users throughout the Trust.
• Deputise for the IT Service Desk Manager when required. This may involve attending meetings or being point of contact for when the Service Desk Manager is not available
• To provide leadership, support and development for the Team.
• Be accountable for ensuring that we provide a consistently high level of service and issues are resolved fully, first time.
• Work as part of the on call team providing emergency, out of hours IT support as required.
• Ensure the Service Desk team follow agreed standards and processes for all aspect of their work such as, asset management, configuration and installation of software/hardware.
• Understand future trends with IT technology and recommend future hardware devices the Trust will purchase.

About us

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.