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NB: This vacancy closed to applications on 29/06/2022.

Service Desk Manager/Technical Services Team Lead (Subject to Banding)

Job Reference: 313-A-22-120014-EE

Leicestershire Partnership Trust
Leicestershire Health Informatics
£40,057 - £45,839

Can you demonstrate our values of Trust, Respect, Integrity and Compassion? Do you share in our ambition to create high quality, compassionate care and wellbeing for all?

Then take a step towards LPT...

Leicestershire Partnership NHS Trust (LPT) provides a range of community health, mental health and learning disability services for people of all ages. Delivered through over 100 settings from inpatient wards to out in the community, our 6,500 staff serves over 1 million people living in Leicester, Leicestershire and Rutland.

Service Desk Manager/Technical Services Team Lead

Please note that the role is Subject to AFC Banding

We are currently looking for an enthusiastic & experienced individual with Service Management background to provide management support to our Service Desk and act as a Team lead for 2nd line support Services.

This is a very critical role for our Service Desk support function which acts as gate keeper for most of our support work and will suit someone who is able to demonstrate ambition, motivation and confidence to drive further improvements in the service and enhance outcomes through the use of technology.

They will be expected to devise, operate and manage within SLA standards expected by customers for the first line Service Desk function and ensure that national accreditation is maintained.

This role will have the responsibility for providing day to day management support required for implementing, maintaining and monitoring the HIS Service Desk including 2nd line support function, as well as communicating highly complex IM&T issues in a clear manner to non IM&T staff/suppliers. Working alongside Technical Services Manager, this role will also be responsible for the design, implementation and testing of procedures within own area and for taking ownership of issues that are yet to be resolved, only escalating where required.

This post holder will need to operate within a very busy and demanding environment ensuring that the service desk analysts and engineers follow procedures that have been developed.

The function will have responsibility for maximising first time fix rate, logging all calls, owning all calls until closure, progress chasing, promoting Self-service and Continuous Service Improvement within the organisation.

The role will be expected to monitor the performance of the Service Desk Analysts and Service Desk Engineers using self-devised KPI standards, requesting reporting information as required from the Technical Services Manager/Service Delivery Manager and escalating and owning issues as the arise.


Details of our benefits, leadership behaviours and other important information are contained in the documents linked to our advert.

For rostered areas, these are set in advance at a team level and you will join an established roster. Your rostered shifts will be confirmed to you when arranging your start date.

We will consider requests to work alternative hours or vary working patterns in line with our flexible working policy.

To make the most of your application, we may consider appointable applicants for similar vacancies in different locations where this is appropriate and meets our mutual requirements.

For all substantive roles new staff (excluding medical staff) are appointed subject to a 6 month probationary period (see Probation Policy).

We aim to develop a workforce that reflects our community. We actively implement equal opportunities in employment and service delivery and seek people who share our commitment. We strongly encourage applications from all sections of the community, particularly from underrepresented groups.

All jobs will require permission to work in the UK.

For all jobs the cost of any DBS disclosure required will be met by the individual. This will be deducted from salary once started.

Applicants ‘at risk’ within the local NHS who meet essential criteria will have preference for interview.

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