Kirklands - NHSL Headquarters
The Role
The Service Desk Team Leader is responsible for leading and managing a team of service desk analysts and User Provisioning administrators to provide exceptional technical support and customer service. They oversee the service desk operations, ensuring efficient delivery of IT support services and adherence to service level agreements. The Service Team Leader fosters a positive work environment, develops, implements policies and procedures, and promotes a customer-centric approach. They stay updated with industry trends, identify opportunities for process improvement and automation, and collaborate with stakeholders to enhance service quality. The role requires strong leadership, communication, and problem-solving skills, along with knowledge of IT service management frameworks and tools.
Additional Information Specific to the Role -
The Service Desk Team Leader plays a critical role in ensuring the smooth and efficient operation of the service desk function within the organization. This position is responsible for overseeing a team of service desk analysts and User Provisioning admin, ensuring that they provide exceptional technical support and customer service to internal users or external clients.
The role encompasses several key areas:
1. Team Leadership and Management
2. Service Desk Operations
3. Customer Service Excellence
4. Technology and Process Enhancement
This job purpose description serves as a general outline and may be adapted or modified to align with specific organizational requirements.
NHS Lanarkshire
Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire!
Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.
We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.
What we'll need you to bring
5. The post holder will be educated to degree level or equivalent and have proven experience in management/supervision of an IT support service.
6. The post holder will have an in-depth experience and knowledge of PC software and Clinical systems in use within NHSL.
7. Ideally the post holder should have proven experience in respect of delivering an IT support service.
8. Leadership skills to enable the day to day management of service delivery.
9. Further education/evidence of Continuous Professional Development in area of speciality including study days/courses/post graduate qualification.
10. The post holder will possess excellent team-working/leadership skills and have the ability to motivate others and work using own initiative.
11. The post holder must be able to prioritize their own work and that of other staff within their support function and be able to plan between competing priorities mindful of the impact of IT support decisions on the day to day operation of services.
12. The post holder must be able to document and communicate their work plans to others including other IT support staff.
13. The post holder must be experienced in the use and support of all Microsoft PC operating systems and Microsoft Office software.
14. The post holder must be able to drive and have a current UK driving license.
Please note for all vacancies where a driving licence is required this must be a full UK/EU/EEA licence.
It would be great if you also have
15. Experience in a complex Technical Support role within an IT department
16. Proven track record in the regular use of Microsoft desktop products such as MS Office, Visio etc. in order to produce reports for service monitoring
17. Proven ability to manage the administrative and service delivery aspects of a high-pressure IT System Support Service covering around 14,000 end users.
18. Proven ability to deliver work objectives on own initiative
19. Proven ability to work effectively with both technical and non-technical colleagues at all levels within and external to the organisation
20. Proven relationship and performance management skills
21. Extensive specialist demonstrable and extensive experience in an IT Systems related discipline
22. Specialist technical knowledge across complex IT systems products and practices understanding current needs and acknowledging industry trends
23. Familiar with the principles and methods of project management
24. Working knowledge of NHS Scotlands eHealth legislation, policies and regulatory guidance
25. Experience presenting to groups of technical staff on an individual basis
26. Excellent listening, communication and interpersonal skills.
27. Effective time management skills
Contract type
28. Permanent
29. Full time
30. 37 hours
Location and Working Pattern
This role will be based in Digital within Kirklands - NHSL Headquarters
The working pattern for this role is 8am - 6pm
Whilst this advertisement may be for a specific post(s) in a particular location, applicants who are shortlisted for interview may be considered for similar vacancies in alternative locations.
Looking to find out more?
If youre looking to find out more, then we would love to hear from you!