Operation Service Desk Manager
Job summary
We are looking for someone who is highly motivated and who can make a high impact to our Service Desk. We are lucky that we have very competent staff already in place but now require an Operational Service Desk manager to provide Service management support till end of March 2025.
The Operational Service Desk manager will act as a main lead for the SART (Systems, Application and Reporting) Service Desk managing a multi-skilled team with geographical challenges and will work as part of the management team within the service alongside the Head of Systems, Business Analyst Lead, Reporting Solutions Architect and Senior Team Managers.
This role will be expected to devise, operate and manage within Service Level Agreements/Operational Level Agreement standards expected by customers for the Service Desk function and deliver against the ITIL Framework.
The Operational Service Desk manager will aim to:
- Foster a culture of continuous improvement by reviewing service performance, soliciting feedback from stakeholders, and identifying opportunities for optimisation.
- Implement service improvement initiatives to enhance service quality and efficiency over time
- Provide stakeholders with visibility into service performance, adherence to SLAs, and overall service health
- Review effectiveness of practices and make adjustments as needed based on changing business requirements, technology advancements, and feedback from stakeholders.
Main duties of the job
As the Operational Service Desk Manager, you will:
- Manage the Service desk team and provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions.
- Be responsible for oversight of Problem management, developing processes/Standard Operation Procedures to manage customer expectation in the investigation, communication and resolution.
- Have oversight of customer complaints/queries and identify and implement operational improvements within the team and service.
- Manage the end to end management of major incidents including overseeing the creation of post incident reports, communication with stakeholders to reach a resolution and conducting post incident reviews
- Able to co-ordinate root cause analysis
- Responsible for Change management
- Responsible for Release management
- Provide Service Level management and reporting
- Continuous Service Improvements with proactive identification of service improvements
- Design robust incident and problem management processes to quickly identify, prioritize, and resolve service disruption and underlying issues
About us
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for 'We invest in people' and 'We invest in wellbeing' and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services.
Only applicants with the right to work in the UK need apply.
Job description
Job responsibilities
Full vacancy details can be found in the attached Job Description / Person Specification.
Please refer to your suitability to the post in your supporting information from the role requirements or person specification.
Person Specification
Person Specification
- Educated to Degree level in relevant subject or equivalent level of qualification
- Demonstrated experience of managing change in complex and challenging environments
- Significant experience of managing staff including through formal HR processes including absence, performance, disciplinary and grievance.
- Significant experience of working at a similar level in specialist area
- Experience of setting up and implementing internal processes and procedures.
- Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales
- ITIL trained
- Demonstrated experience in a Healthcare environment
- Comprehensive knowledge of change management techniques and tools
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
NHS Arden and Greater East Midlands Commissioning Support Unit
Address
St Johns House
30 East Street
Leicester
LE1 6NB
https://www.ardengemcsu.nhs.uk/
- Company
- NHS Arden and Greater East Midlands Commissioning Support Unit
- Location
- Leicester, United Kingdom LE1 6NB
- Employment Type
- Fixed-Term
- Salary
- £50952.00 - £57349.00 a year
- Posted
- Company
- NHS Arden and Greater East Midlands Commissioning Support Unit
- Location
- Leicester, United Kingdom LE1 6NB
- Employment Type
- Fixed-Term
- Salary
- £50952.00 - £57349.00 a year
- Posted