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IT Helpdesk Manager

Job Reference: 833-JL-CC-18-22

(CC) Leeds Community Healthcare NHS Trust
Information Technology
£32,306 to £39,027 pa

We are delighted to announce that we have been rated as a “Good” organisation by CQC and our Adults Services were rated ‘Outstanding’ for caring.

Leeds Community Healthcare NHS Trust are recruiting for an IT Helpdesk Manager.

The IT Helpdesk Manager is requiredto provide guidance and leadership to the Helpdeskensuring they are providing excellent service levels anddeliver consistently high quality when recording, analysing and resolving incidents within prompt response times and managing user expectations.

The role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests, through frequent contact with key stakeholders and vendors and providingefficient team working and daily supervision of the service desk managed services.

Duties and Responsibilities include but not are limited to the following:

·Maintain and supervise the day-to-day operation of the IT Helpdesk Desk, providing a single point of contact for raised incidents, requests, and the rectification of underlying problems.

·Assist with Major Incidents when necessary, including out of hours support, ensuring the IT Department and users are kept informed.

·Assist with the production of statistics and management reports.

·Management of the incident management process, e.g., problem trending.

·Deliver effective Service Delivery in line with ITIL standards, providing advice and guidance, ensuring resolution within agreed timescales and that User expectation is managed effectively.

·Ensure that all incidents are dealt with according to Company standards and procedures including the processing of all requests.

·Responsible for working practice accuracy, implementing a framework of continuous assessment and improvement to ensure increases in first time fix rates.

·Deliver first class technical support with exceptional customer service and timeliness working closely with external teams. Oversee the resolution of incident and requests.

If this describes you and you are looking to take the next step in your IT career, we will welcome your application. Leeds Community Healthcare NHS Trust’s IT team provides IT services and support to over 3,300 staff. We are a small and agile team providing a holistic approach to service support.

Interviews at this time are expected to be conducted via Microsoft Teams.

For further details contact:

Martin Harris - Head of Information Technology

Please note: all correspondence regarding this vacancy including the interview process will be sent to your registered NHS jobs e-mail address.

Please ensure you meet all the essential requirements in the person specification before applying for this vacancy.

Recruiting Managers may close an advert once sufficient applications have been received therefore all candidates are strongly advised to complete their application as soon as possible.

If you have not heard within four weeks of the closing date please assume that on this occasion you have been unsuccessful.

The Trust operates a no smoking policy and is a smoke free environment.

We are committed to improving the working lives of our employees and we have an active flexible working policy and welcome applications for job share and flexible working. As an equal opportunities employer we also welcome applications from anyone, irrespective of age, sex, sexual orientation, race, religious beliefs or disability as we embrace diversity within our workforce.

We are also looking for applicants with lived experience of providing unpaid care and/or support to a family member or friend with a disability, health condition, frailty, mental health problem, addiction or other health and care needs.

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