Endpoint Support Team Leader

Job responsibilities

Staff Management

1. To provide leadership, direction and line management to front line service provided by customer contact teams Endpoint. Being responsible for annual reviews, one to ones, training plans and the daily workload and motivation of Endpoint Teams

1. Ensure a training matrix is maintained to enable a multi skilled team by imputing into and analysing the Digital Services annual plan to formulate requirements for the team and individual professional development to meet the needs of the service

Service Management and Management Reporting

1. Acting as a point of escalation for Endpoint and Desktop at all levels including technical or policy queries

1. Owning all Incidents and problems reported to the Endpoint and Desktop teams. This involves being responsible for the resolution of 1st level and 2nd level, functional escalations and hierarchical escalations

1. Monitor all Desktop activity to ensure issues are resolved and /or escalated in line with Service Level Agreements and Experience level agreements (XLA)

1. To escalate incidents reaching breach point of the Service Level Agreement to team line mangers, ensuring incidents are resolved within the agreed timescales

1. Performance monitoring of all areas of the Endpoint teams including:

Call volume, demands and trends of service needs

1. Administration of the Digital Services call management system

1. Regularly analyse staff performance using all available data sources. Manage staff to meet customer demand and perception, ensuring the team resource numbers can accommodate customer need. Suggesting and implementing interventions as appropriate to meet best practice key performance indicators

1. Ensuring staff are communicating in an appropriate timely manner of any outages or disruptions.

1. Ensure stock levels are maintained within the build room and secure cage area, to make sure there is adequate stock to fulfil Trust demand.

1. Ensure access to the secure cage is restricted to those staff that require access.

1. Ensure the build room is kept clean and tidy at all times.

1. To provide technical and complex information to stakeholders and wider customer groups in a non-technical way, ensuring understanding and being empathic e.g. a technical change that has a customer impact, what the change is, why it is required and the benefits

1. To deliver high levels of customer service and present a positive image of the Digital Services department by maintaining a professional, helpful service. Working with key users, super and staff to ensure understanding of customer needs and ensure the service provided continually meets their needs of 3000 service users

1. To act as an escalation point for customer complaints from any staff member (all levels) and for any service level agreement in place. Being responsible for taking ownership of the complaint, investigating and resolving to the customers satisfaction

1. Ensure risks are identified and managed.

1. Responsibility for modifying and creating software and hardware as well as overseeing others who will be required to adapt and design software and hardware configurations to customer specifications.

1. Responsible for maintaining and updating the call management system for the Endpoint and Desktop team including responsibility for managing updating, storage and retrieval of information for assets as well as to provide customer support, escalate calls and provide reports on performance

1. Be proactive in keeping own skills and best practice knowledge up to date by participating in best practice membership and keeping up to date with the latest industry findings

1. Work as the senior supplier, representing the interests of staff supporting the project and delivering, on a Trust wide projects, and facilitating the needs of IT support by ensuring the service can provide effective customer focus and support

1. Providing Digital Services second line customer focused support for both clinical and corporate customers

1. Ownership and monitor/ track all incidents throughout their lifecycle within the call management system, prioritising and organising incidents, request for service and queries, escalating where necessary hieratical or functionally in line with the Digital Services service level agreement

1. Re-classify and prioritise calls where necessary with the information provided in line with the Service Level Agreement and Support Services standards

1. Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within Digital Services

1. Responsible for the installation/ setup, repair and maintenance of workstations, local software, peripherals and telephones. Configure settings, network services and printer facilities within the Digital Services service level agreement

1. Build & Install purchased Endpoint equipment & software applications within agreed timescales documented in the Service Level Agreement

1. Assisting with development of best practice for the Service Desk and Desktop Engineering Team, ensuring that procedures are kept up to date, making recommendations to the Customer Services Manager to improve performance\ efficiency and advance in the teams service maturity

1. Provide training and support to enhance the efficiency of the team and new joiners

1. Creation of second line process maps and assist in keeping documentation up to date
2. Work with the Customer Services Manager to develop project plans, undertake project work, carry out testing, facilitate resource requirements and represent the interests of IT Support Services ensuing that changes are implemented in an effective manner for organisational approve projects
3. Undertake site visits where necessary to rectify software/hardware problems, undertake moves and changes & roll out new hardware for technology refresh/project work

Qualifications

Essential

• Degree or equivalent or at least 3 years' experience of supporting Computer Desktop Hardware
• ITIL foundation qualified or equivalent
• Any Microsoft accredited qualifications or equivalent

Desirable

• Any relevant project management qualifications or equivalent knowledge gained through experience
• Service Desk Institute Analyst certification or equivalent

Experience

Essential

• Experience working in a customer service environment, providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
• Experience of project management
• Experience of working operationally within 2nd/ 3rd line support
• Experience of technical troubleshooting
• Experience with Microsoft System Centre Configuration Management (SCCM)
• At least 3 years experience of supporting computer hardware and peripherals
• Experience of working effectively as a team
• Good analytical problem solving skills
• Working knowledge of Active Directory, users, computers, and security groups
• Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
• Working knowledge of Microsoft Office 365

Desirable

• An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS

Special Aptitudes/Skills

Essential

• Excellent negotiating and influencing skills with ability to be assertive when required
• Empathy skills when dealing with staff and customers alike
• Good customer relationship management skills, enabling customer confidence and empowerment
• A logical approach to problem solving and exercising good judgement
• Prioritises and organise workload and teams workload in accordance with the Service Level Agreement
• A good working knowledge of ITIL methodology
• Previous leadership of a team
• Customer focused and have the ability to build customer confidence

Desirable

• Knowledge of core clinical and non-clinical systems supported by the Digital Services Department

Communication

Essential

• Strong communicator able to express technical to non-technical audiences
• Excellent negotiating and influencing skills with ability to be assertive when required
• Excellent communications skills (verbally and written)
• Strong written skills to lead technical and policy papers
• Experience in presenting information at senior management forums and departmental meeting

Personal and People Development

Essential

• Prioritises and organise workload and teams workload in accordance with the Service Level Agreement
• Able to meet targets under pressure
• Excellent staff-management, staff motivation, and training skills

Personal Attributes / Behaviours

Essential

• Self-motivated
• 'Will do/ can do' attitude
• Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults

Other

Essential

• Must hold full and valid driving licence and have access to a vehicle (if applicable)

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).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).