Service Desk Manager

at  Kettering General Hospital NHS Foundation Trust

In July 2021 we formed the University Hospitals of Northamptonshire NHS Group, bringing together the constituent organisations of Kettering General Hospital NHS Foundation Trust and Northampton General Hospital NHS Trust. We have agreed an ambitious Group Strategy ‘Dedicated to Excellence’ which sets out our strategic ambitions and priorities for the next five years and we have also launched our Group Digital Strategy, which sets out our ambitions to become the most digital hospital in England.
Across our Digital portfolio we are working to the following principles:
Putting users’ needs first
Designing for simplicity
Working in an agile way
Doing things once across the Group
Communicating and engaging throughout
All members of the Digital portfolio will strive towards “Applying the culture, processes, business models & technologies of the internet era to respond to people’s raised expectations” [Tom Loosemore’s definition of Digital].
The Service Desk Manager is responsible for the operation and delivery of the digital support services function.
The post holder will contribute to Service Delivery policies and processes based on the IT Infrastructure Library (ITIL) framework.
The post holder will be responsible for the leadership and effective management of the ICT Service Desk teams, contributing to provision of 24x7x365 ICT support for the Group.
Please be aware the vacancy may be closed early if receive lots of applications.
The role also provides critical support to the delivery of major service initiatives, required by the Group. This will include:
A senior member of the ICT team leading a team of skilled Technology support and delivery staff who are responsible to their Line Manager for the day-to-day operation and support of the staff-facing / end user digital services used by the Group
Responsible for managing service-wide reporting and KPI and expected to liaise with other ICT team leads to make sure reporting is accurate, relevant, and presented in a timely manner to several Group governance forums.
Expected to liaise with third party suppliers, maintenance companies and other NHS departments in support of day-to-day operations and project-based activity.
Expected to provide and explain detailed service deliverables regarding all levels of service management related to the ICT support service.
Responsible for both the ICT Services Catalogue and Configuration Management Database (CMDB) / Service Desk tool.
The post holder will be focused on understanding customer needs and will build, develop and maintain a highly motivated and professional Customer Service team.
There will be a requirement to be part of an on-call 24*7 rota.
In July 2021 we formed the University Hospitals of Northamptonshire NHS Group , bringing together the constituent organisations of Kettering General Hospital NHS Foundation Trust and Northampton General Hospital NHS Trust.
You will be a trusted colleague, given a reasonable degree of flexibility in delivering your role including remote working, split shifts and hours of working etc.
You will be supported to become comfortable with working to an Agile framework as a member of the Digital portfolio.
You will be able to input meaningfully to the direction of travel and cultural development of our newly established team.
Building excellent working relationships with all areas of the Group.
Effectively communicate ICT service issues to a wide range of internal & external staff, guiding them to a certain course of action and escalating where required.
Contribute to building robust processes and procedures adopting disciplines that will add value to the business, these should as a minimum include Incident, Problem and Change Management.
Responsible for developing the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement.
Ensuring delays and problems notified to you are escalated where necessary, keeping your line manager always informed of progress.
Working with ICT teams to build knowledge base articles and self-help instructional documents and videos.
Analyses, Interpret and resolves complex ICT problems where other leading opinions may conflict.
Contribute to the Groups Electronic Information Asset Register to include auditing of all information systems, providing a significant level of assurance.
The post holder will be responsible for ensuring that all risks and issues relating to the Service Desk are fully documented, risk assessments undertaken and recorded on the Group’s risk management systems as well as the departmental risk register.
Contribute to continuous service improvement in relation to Service Management.
Assist the Service Manager to create reports for the Groups ICT Service Delivery function for governance forums such as Group Digital Operational Meeting (GDOM).
Contribute to effective arrangements for on-boarding of new technology & solutions to operational service are established and fully implemented.
Work closely with the Service Manager to develop, and gain approval for, sound business cases in support of strategic ICT investments

Please refer the Job description for details