GP IT Service Desk Manager

Job description

Job responsibilities

• Management responsibility for the Service Desk Team and Technical Support
• Manage the day-to-day relationship with the users of IT systems within the CCG and GP community
• Monitor and manage user email requests and customer survey satisfaction email responses
• Line manage the Service Desk Operatives and Technical Support engineers providing call handling management, first and second line technical support. Responsible to empower, coach and motivate the team to deliver service. Performance management and supervision of the team ensuring professional development of their role to improve service provision to clients and to enable the organisation to reach its vision and targets.
• Implement, document and review procedures and processes to improve the service desk functionality which impact across or within services outside of the Service Desk and make available in an accessible central repository

Person Specification

Experience

Essential

• Significant experience in an IT Service Delivery supervisory position
• Managing in a customer focussed environment.
• Supplier management experience
• Risk management experience
• Change management experience
• Problem management within an IT environment
• Providing support utilising ITIL Service
• Support/Service Delivery principles
• Strong and varied Technical Support experience working in a service delivery environment.
• Experience of developing operational policy and procedures
• System management experience
• Staff appraisal, interviewing and management experience

Desirable

• Management in an NHS environment
• Experience of GP IT support
• Project Management experience
• Working knowledge of IT systems in a healthcare environment
• Active Directory, Anti-virus, large scale LAN / WAN knowledge
• Disaster recovery knowledge

Qualifications

Essential

• Degree Level or equivalent experience.
• ITIL - Qualification
• Demonstrate commitment to ongoing personal development

Desirable

• MCSA, CCNA VCP
• Project Management Experience

Skills

Essential

• Strong people management skills.
• Good negotiation skills.
• Organisational skills.
• Strong communications and relationship skills, verbally and written.
• Good time management
• Report Writing
• Must be able to liaise between all levels of staff, and able to motivate staff who do not directly report to the post holder.
• Good time management.
• Able to manage own workload and to work to deadlines.
• Demonstrate of initiative and an ability to take responsibility
• Ability to manage and resolve customer complaints

Knowledge

Essential

• Strong knowledge of IT and technical management procedures.
• Must be aware of Registration Authority and ESR
• Understanding of Position Based Access Controls (PBAC) and User Identity Manager (UIM)
• Protection and safeguarding information
• Governance and confidentiality within the NHS.

Desirable

• Specialist knowledge of the same.

other

Essential

• The moving and lifting of computer equipment and its transport between sites to its installation location
• Participation in on call rota
• Contract management
• Able to travel between sites
• Flexibility in working hours.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Bolton NHS Foundation Trust

Address

Bolton NHS Foundation Trust Informatics Department Old Print Building,

Opposite N Block Minerva Road, Farnworth, Bolton, BL4 0JR

Bolton, BL4 0JR

BL4 0JR

Employer's website

http://www.boltonft.nhs.uk/ (Opens in a new tab)