ITSM Team Leader

at  Northumbria Healthcare NHCT Northumbria Healthcare NHS Foundation Trust

The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA).
Northumbria Healthcare NHS FT provides health and social care services in Primary care, Acute hospitals, Community hospitals and services and adult Social care (PACS) through the 10000 employed staff. Northumbria Healthcare’s Digital Services team provide all of the technology and technical development to assist in the current electronic systems and
the development and delivery of the drive to be paper free at the point of care.
The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA)

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality – opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn’t, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read ‘applicant guidance notes’ before submitting your application.

• Lead and manage the Service Desk team, ensuring the delivery of high-quality IT services in line with NHS standards and best practices.
• Provide effective line management and leadership to the Service Desk team, overseeing their day-to-day operations, and ensuring timely incident resolution, problem management, and service request fulfilment.
• Foster a customer-centric culture within the team, promoting excellent customer service, efficient communication, and a positive user experience.
• Collaborate with stakeholders, including IT teams, business units, and end-users, to understand their IT service needs and ensure effective coordination, communication, and alignment of services.
• Monitor and report on the performance of the Service Desk team, leveraging key performance indicators (KPIs) and metrics to identify areas for improvement and ensure continuous service enhancement
• To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.

Please refer the Job description for details