Job summary
This hybrid-based,Service Desk Team Leader role, will be a great opportunity to get involved in a
very busy program of works set out by our Digital Data Technology & Transformation (DDaTT) directorate.
Led by the organisations Chief Information Officer,
DDaTT, is an exciting high
performing function with a challenging programme of work and a department
structure aimed at progression, development and high operational and strategic
outputs.
As part of that programme
of work, DDaTT is delivering projects and services to improve the way the
organisation operates and handles its information. To support this goal, the
service Desk Team Leader is responsible for the provision of a highly
professional customer service focused service that meets and maintains defined
operational standards.
Team
background
Working closely with the
Service Desk Manager, the Service Desk Team Leader will be responsible for 1st & 2nd line
technical and administrative support teams.
Main duties of the job
Reporting to the Service
Desk Manager, the Service Desk Team Leader will support in the provision of a high performing,
customer focused service that meets or exceeds defined operational standards.
As
a Team Leader, you must be able to communicate with staff at all levels
maintaining excellent working relationships and focus on minimising the impact
of problems that have the potential of affective a service.
Work
closely with the Service Improvement team to implement improved process and
procedures and identify training needs for the service desk staff. Ensure
logging and responding to service desk requests, incidents, problems, changes are
carried out within agreed service level agreement.
Please see the attached Job description and Person specification for
more information.
About us
NHS Resolution
is an Arms Length Body of the Department of Health & Social Care. As a not
for profit part of the NHS, our purpose is to provide expertise to the NHS to
resolve concerns fairly, share learning for improvement and preserve resources
for patients. We have four key service areas:
Claims
Management: delivering expertise in handling clinical and non-clinical claims
to members of our Indemnity Schemes.
Practitioner
Performance Advice: providing advice, support and interventions in relation to
concerns about the individual performance of Doctors, Dentists and Pharmacists.
Primary
Care Appeals: offering an impartial tribunal service for the fair handling of
Primary Care contracting services.
Safety
and Learning: supporting the NHS to better understand and learn from claims,
concerns and disputes; to target safety activity while sharing learning across
the NHS.
What do we have to offer?
At NHS Resolution, we
strive to be an employer of choice. Some of the benefits we offer include
access to the NHS Pension Scheme and a minimum of 27 days Annual Leave. We are
also committed to support individuals in having a work and life balance,
offering flexible working arrangements. Furthermore, we can offer a chance to
gain extra skills and training and with regular reviews and a clear plan, all
employees can develop to their full potential.
Job description
Job responsibilities
Please ensure that you carefully read
the job description attached in supporting documentation and that you address
each of the requirements of the post in the person specification in your
supporting statement sections as your application will be assessed against
these criteria.
Your online application and supporting
statement should relate to the specific position you are applying for and you
are expected to highlight examples and achievements that demonstrate the
competencies outlined in the job description and from the vacancy notice in
your application form. Try to keep it structured and to the point.
Please note that we do not accept CVs, therefore your
application must be via the NHS Jobs online application form.
We communicate with our candidates via phone and email, please ensure you
have added the mobile phone number and your personal email address in the
contact fields on application. Some communications about your application and invitation to interviews
for this vacancy may be done via NHS Jobs therefore please check your NHS Jobs
account for any communication as well. Unsuccessful applicants will be notified
via NHS Jobs of the outcome of their applications.
We are a Disability Confident Leader at level 3 of the Disability Confident scheme. Any
applicant with a disability who meets the minimum specification for the post as
set out in the person specification is guaranteed an interview.
Job description
Job responsibilities
Please ensure that you carefully read
the job description attached in supporting documentation and that you address
each of the requirements of the post in the person specification in your
supporting statement sections as your application will be assessed against
these criteria.
Your online application and supporting
statement should relate to the specific position you are applying for and you
are expected to highlight examples and achievements that demonstrate the
competencies outlined in the job description and from the vacancy notice in
your application form. Try to keep it structured and to the point.
Please note that we do not accept CVs, therefore your
application must be via the NHS Jobs online application form.
We communicate with our candidates via phone and email, please ensure you
have added the mobile phone number and your personal email address in the
contact fields on application. Some communications about your application and invitation to interviews
for this vacancy may be done via NHS Jobs therefore please check your NHS Jobs
account for any communication as well. Unsuccessful applicants will be notified
via NHS Jobs of the outcome of their applications.
We are a Disability Confident Leader at level 3 of the Disability Confident scheme. Any
applicant with a disability who meets the minimum specification for the post as
set out in the person specification is guaranteed an interview.
Person Specification
Experience
Essential
- 1. Previous supervision or Line Management experience
- 2. Previous experience in the management and control of critical daily processes
- 3. Previous experience of influencing, persuading, negotiating and prioritising multiple concurrent tasks
- 4. Previous experience in 2nd Line Service Desk/Technical support
Qualifications
Essential
- 1. Computer science/information management and technology degree at Masters level, or equivalent relevant, experience, knowledge and expertise.
- 2. Microsoft Certified Engineer or equivalent
Desirable
- 1. ITIL Certified or equivalent
- 2. Project management qualification (e.g. PRINCE 2)
- 3. End user cloud computing experience
- 4. Understanding of ISO 27001
Skills and Abilities
Essential
- 1. Ability to communicate effectively with staff at all levels of the organisation and external stakeholders, both verbally and via written media
- 2. Ability to work autonomously, to plan, organise and prioritise own workload
- 3. Sound analytical reasoning, effective decision making skills and an ability to identify and manage risks
- 4. Excellent team working skills
Knowledge & Understanding
Essential
- 1. Specialist knowledge and understanding of IT technologies, O365 packages, Nhs mail, Incident and problem management, technical documentation, ITSM tools.
Person Specification
Experience
Essential
- 1. Previous supervision or Line Management experience
- 2. Previous experience in the management and control of critical daily processes
- 3. Previous experience of influencing, persuading, negotiating and prioritising multiple concurrent tasks
- 4. Previous experience in 2nd Line Service Desk/Technical support
Qualifications
Essential
- 1. Computer science/information management and technology degree at Masters level, or equivalent relevant, experience, knowledge and expertise.
- 2. Microsoft Certified Engineer or equivalent
Desirable
- 1. ITIL Certified or equivalent
- 2. Project management qualification (e.g. PRINCE 2)
- 3. End user cloud computing experience
- 4. Understanding of ISO 27001
Skills and Abilities
Essential
- 1. Ability to communicate effectively with staff at all levels of the organisation and external stakeholders, both verbally and via written media
- 2. Ability to work autonomously, to plan, organise and prioritise own workload
- 3. Sound analytical reasoning, effective decision making skills and an ability to identify and manage risks
- 4. Excellent team working skills
Knowledge & Understanding
Essential
- 1. Specialist knowledge and understanding of IT technologies, O365 packages, Nhs mail, Incident and problem management, technical documentation, ITSM tools.
