Job summary
An exciting opportunity has risen to be part of our dynamic and busy IT Department in the role of Service Desk team lead. The service desk team are focussed on maintaining a high level of customer service and provide guidance on how to improve standards to provide a better customer experience.
You will need to manage expectations and balance, organise and prioritise workload with minimum supervision and maintain a secure customer focused support service.
Applicants must have relevant experience of working within a service desk environment, knowledge and experience of supporting existing NHS information systems on a range of platforms will be an advantage.
Main duties of the job
You will lead a team of 10 service desk analysts and 1 fixed term analyst and be supported by the EUC manager. The role covers a wide variety of technology, experience of supporting and maintaining Windows 10 devices in an enterprise setting is desirable.
Some of your key responsibilities will be:
- Manage and monitor operational activities covering OLAs, SLTs in line with KPI's.
- Maintain high levels of customer service experience whilst liaising with other delivery teams
- Effectively manage communications for major incidents and escalate as required.
- Develop the skills and knowledge of the Service Desk Analysts
- Assist with employee trainin
If you have any questions about the role, please get in touch. We would be happy to have a discussion to inform you of further details for the role and answer any questions you may have.
About us
We are the Mental Health & Learning Disability NHS Trust for County Durham and Darlington, Teesside, North Yorkshire, York and Selby.
From education and prevention, to crisis and specialist care --our talented and compassionate teams work in partnership with our patients, communities and partners to help the people of our region feel safe, understood, believed in and cared for.
We nurture the recovery journey of anyone in need of our help. In Our Trust, everyone has a say in how they are supported and treated because we listen to every person in our care until they feel understood. Our patients, their families and carers work together with us towards better mental health.
We're committed to new thinking that improves the wellbeing of our region. We connect with our communities and partners to get mental health care right, in areas that really need it.
We won't rest until everyone in our region has the mental health care they need, to lead their best possible life.
Job description
Job responsibilities
As a Team Leader in our Service Desk team, you will play a vital role in managing the day-to-day operations, using your skills and experience to mentor and develop team members, and improving our service to customers.
With excellent leadership skills, you will provide exceptional service support to customers and colleagues, handle incidents, requests, and problems within tight SLAs, and contribute to policy and process evolution.
To be successful, you will need to demonstrate.
- a dynamic energetic personality and mindset
- a hands-on approach to customer support
- excellent communication skills to convey technical issues to non-technical stakeholders.
- the ability to manage multiple cases and mini projects concurrently.
- a proven track record of supporting desktop and physical environments, and previous experience as a senior member or of leading a technical Service Desk.
- a broad technical knowledge of hardware, software, and server environments,
- documentation skills, commercial awareness, and familiarity with IT networking principles and monitoring tools.
Job description
Job responsibilities
As a Team Leader in our Service Desk team, you will play a vital role in managing the day-to-day operations, using your skills and experience to mentor and develop team members, and improving our service to customers.
With excellent leadership skills, you will provide exceptional service support to customers and colleagues, handle incidents, requests, and problems within tight SLAs, and contribute to policy and process evolution.
To be successful, you will need to demonstrate.
- a dynamic energetic personality and mindset
- a hands-on approach to customer support
- excellent communication skills to convey technical issues to non-technical stakeholders.
- the ability to manage multiple cases and mini projects concurrently.
- a proven track record of supporting desktop and physical environments, and previous experience as a senior member or of leading a technical Service Desk.
- a broad technical knowledge of hardware, software, and server environments,
- documentation skills, commercial awareness, and familiarity with IT networking principles and monitoring tools.
Person Specification
Qualifications
Essential
- Educated to Degree standard or equivalent or with equivalent experiential learning in a relevant informatics related subject
Desirable
- ITIL Qualification
- Relevant professional qualification
Experience
Essential
- Exceptional customer service skills
- Provides consistent leadership
- Provides technical expertise to team members
- Strong troubleshooting and problem-solving abilities
- Experience of Project management and leading on work packages
Desirable
- Experience of working in a customer led service
- Recent experience in working to structured change control process
Skills
Essential
- Experience of supervisory or team lead experience within a helpdesk
- Strong technical knowledge of Microsoft Office365, Windows 10, Active Directory
- Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics
Desirable
- Expertise in providing all levels of IT support
Person Specification
Qualifications
Essential
- Educated to Degree standard or equivalent or with equivalent experiential learning in a relevant informatics related subject
Desirable
- ITIL Qualification
- Relevant professional qualification
Experience
Essential
- Exceptional customer service skills
- Provides consistent leadership
- Provides technical expertise to team members
- Strong troubleshooting and problem-solving abilities
- Experience of Project management and leading on work packages
Desirable
- Experience of working in a customer led service
- Recent experience in working to structured change control process
Skills
Essential
- Experience of supervisory or team lead experience within a helpdesk
- Strong technical knowledge of Microsoft Office365, Windows 10, Active Directory
- Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics
Desirable
- Expertise in providing all levels of IT support
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.
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.
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).
