Service Desk Manager

The Service Desk Manager oversees the daily operations of the IM&T Service Desk, ensuring timely and efficient resolution of IT incidents and service requests. This includes managing the service desk team, setting performance targets, and improving team productivity and service quality.

The role is responsible for maintaining user satisfaction by ensuring effective first-line resolution, timely communication, and restoration of normal service operations. It also involves overseeing the Service Desk and Desktop Support teams, and managing software, hardware, and access control systems within the organisation.

Responsibilities include owning the change management process and ensuring adherence to ITIL principles for release, deployment, and change control. The role requires collaboration across the IM&T Leadership Team to ensure robust incident and problem management processes from tier 1 to tier 3.

• Oversee daily operations of the IM&T Service Desk

• Manage team performance

• Monitor system performance

• Train, coach, and develop staff

• Communicate during high-severity IT outages

• Govern the release/change management process

• Identify and pursue service improvement initiatives

• Handle complaints, suggestions, and compliments

• Manage supplier relationships

• Perform other related duties as required

• IT Service Support Analysts

Internal:

• Wider IM&T Teams

• Operational Managers

• Patient Experience / User Experience Leadership

External:

• Third-Party Vendors

• Ticket resolution time

• First Contact Resolution Rate (FCRR)

• SLA compliance

• Customer Satisfaction Score (CSAT)

• Analyst utilization

• Support escalation efficiency

The ideal candidate will demonstrate adaptability, the ability to manage multiple priorities, and a proactive approach to issue resolution. Strong analytical and communication skills are essential, as is a collaborative and team-oriented mindset. The candidate should be resilient and able to handle high-pressure situations.

Essential Qualifications:

• Bachelor's degree in IT, Computer Science, or related field

• ITIL Foundation

Desirable Qualifications:

• ITIL Practitioner in relevant competencies

Essential Experience:

• Minimum 5 years in IT service management

• At least 2 years in a supervisory or managerial role

Desirable Experience:

• Experience in IT service management within a regulated or healthcare environment

• Experience managing IT projects

Essential Skills and Competencies:

• Strong understanding of IT systems, networks, and software

• Proficiency in service management tools

• Team leadership and development

• Problem-solving and decision-making

• Excellent communication and customer service

Desirable Skills and Competencies:

• Familiarity with electronic records platforms

• Experience with Azure, Intune, or similar tools

Knowledge:

• Microsoft Operating Systems and Office

• Active Directory, Office 365

• Understanding of ITIL

• Right to work in the UK

• Ability to travel as required

• May be subject to a DBS check