Lead and continuously improve end‑to‑end end‑user support services, including the Service Desk (1st line), remote 2nd line support and on‑site field engineering. Ensure digital services are safe, reliable and user‑centred. Establish, embed and maintain ITIL‑aligned processes (Incident, Request, Problem, Change, Knowledge, Asset & Configuration, Major Incident, Service Reporting and Continual Service Improvement). Provide high‑quality support for the Trust’s Digital estate, systems and services, and device lifecycle/asset management across a regional multi‑site Mental Health Trust.
Main duties of the job
Service Delivery & Operations
Lead 1st and 2nd line support and field engineering, ensuring effective triage, prioritisation and resolution against SLAs/OLAs. Act as, or appoint, Major Incident Manager, coordinating stakeholders and overseeing clear communication and post‑incident reviews. Monitor performance (SLAs, MTTA, MTTR, backlog, CSAT) and drive continual service improvement through data insights.
Stakeholder Engagement & Customer Experience
Act as key liaison for service delivery across divisions and corporate services, leading service reviews and user forums. Improve customer satisfaction and ensure alignment with clinical and business priorities.
Collaboration & Knowledge Management
Work with EUC, Infrastructure, Applications and Cyber teams to improve resolution and reduce repeat issues. Maintain strong knowledge sharing, SOPs and self‑service resources to support first contact resolution.
Process & Governance (ITIL)
Manage ITIL processes (Incident, Request, Problem, Change, Knowledge) and support CAB to ensure safe, governed change.
Assets, Security & Leadership
Oversee asset and device lifecycle, ensuring compliance with standards and security policies. Lead and develop staff, promoting an inclusive, user‑centred culture aligned to NHS values.
Working for our organisation
We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester – Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.
We actively encourage applications from all individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership. We also welcome applicants with lived experience of mental illness, either individually or as a carer.
Benefits
* Generous annual leave entitlement for Agenda for Change and medical and dental staff.
* Flexible working opportunities to support work/life balance.
* Access to continued professional development.
* Involvement in improvement and research activities.
* Health and wellbeing activities and access to an excellent staff wellbeing service.
* Access to staff discounts across retail, leisure and travel.
Qualifications
* Degree in IT, Digital, Information Systems or equivalent relevant experience.
* ITIL Foundation (ITIL v4 or later), or equivalent IT service management qualification.
Experience
* Significant experience in IT service delivery or operations management.
* Managing live IT services in a complex organisation.
* Embedding ITIL processes including escalation and major incidents.
* Driving service improvement using data and user feedback.
Knowledge
* Sound working knowledge of ITIL‑aligned processes (incident, problem, change, request fulfilment, service level management).
* Understanding of service performance management including KPIs, SLAs, CSI.
* Knowledge of digital service delivery in complex organisations.
Skills
* Ability to analyse service data and deliver improvements.
* Ability to lead and develop staff.
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