Norfolk & Suffolk Foundation NHS Trust

Service Desk Supervisor

The closing date is 21 September 2025

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Job summary

The Service Desk is the single point of contact for all ICT related incidents and service requests. The goal of the Service Desk is to facilitate the restoration of normal operational service with minimal business impact on the Trust within agreed service levels and clinical / business priorities. The Service Desk also provides a mechanism for users to request and receive pre-defined; pre-authorised standard services, for example, new starters, new hardware requests, and / or new software requests.

The Service Desk Supervisor will be part of the Service Desk Team working as deputy to the Service Desk Manager by line managing members of the team, training new starters and ensuring quality of the team's work; as well as assisting in the duties of the Service Desk Analysts.

Main duties of the job

The primary duties of the role are to:

  • Line manage approximately half of the department's ICT Service Desk Analysts
  • Provide training and mentorship to new starters within the team
  • Lead on Quality Assurance activities within the team
  • Allocation of work duties to ICT Service Desk Analysts
  • Deputise for the Service Desk Manager, when necessary.

About us

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Details

Date posted

12 September 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year gross per annum (pro rata).

Contract

Fixed term

Duration

11 months

Working pattern

Full-time, Part-time, Job share, Flexible working, Compressed hours

Reference number

246-COR7281186 -A

Job locations

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE


Job description

Job responsibilities

Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed

Job description

Job responsibilities

Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed

Person Specification

Qualifications

Essential

  • ITIL4 Foundation or equivalent best practise qualification or experience working in an ITIL environment
  • Degree level qualification within ICT field or relevant experience.

Desirable

  • Comptia A+ or equivalent technical qualification

Experience

Essential

  • Professional ICT Support experience
  • People Management or Leadership experience

Desirable

  • Quality Assurance experience

Skills

Essential

  • Customer Service Skills
  • Team Working Skills
  • Conflict Resolution Skills

Desirable

  • Performance management skills
  • Leadership Skills

Knowledge

Essential

  • ICT Best Practise Knowledge

Desirable

  • The NHS and it's Operational Structures

Other

Essential

  • Detail Orientated
  • Calm and cool headed
Person Specification

Qualifications

Essential

  • ITIL4 Foundation or equivalent best practise qualification or experience working in an ITIL environment
  • Degree level qualification within ICT field or relevant experience.

Desirable

  • Comptia A+ or equivalent technical qualification

Experience

Essential

  • Professional ICT Support experience
  • People Management or Leadership experience

Desirable

  • Quality Assurance experience

Skills

Essential

  • Customer Service Skills
  • Team Working Skills
  • Conflict Resolution Skills

Desirable

  • Performance management skills
  • Leadership Skills

Knowledge

Essential

  • ICT Best Practise Knowledge

Desirable

  • The NHS and it's Operational Structures

Other

Essential

  • Detail Orientated
  • Calm and cool headed

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).

Additional information

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

Norfolk & Suffolk Foundation NHS Trust

Address

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer details

Employer name

Norfolk & Suffolk Foundation NHS Trust

Address

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

ICT Service Desk Manager

James Moulding

james.moulding@nsft.nhs.uk

07765456413

Details

Date posted

12 September 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year gross per annum (pro rata).

Contract

Fixed term

Duration

11 months

Working pattern

Full-time, Part-time, Job share, Flexible working, Compressed hours

Reference number

246-COR7281186 -A

Job locations

Hellesdon Hospital

Drayton High Road

Norwich

NR6 5BE


Supporting documents

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