We are recruiting for an IT Service Desk 2nd Line Team Leader to join our IM&T Team based at Littlemore Mental Health Centre in Oxford. You'll be leading a team of five technicians providing a high level of 2nd line support to our customer base across the Trust for desktops, laptops, mobile devices, peripherals, and systems in accordance with our Service Level Agreement. As the key escalation point for all technician queries, you'll be the primary interface with other IT resolving groups, leading on incident management, ensuring processes are being correctly applied and escalated to the appropriate management team. You'll use your expertise to detect, diagnose and resolve customer issues remotely to increase efficiency and produce metrics with applicable statistics for senior management that can be reviewed and used to inform service improvements. If you have a technical background, experience of working within a service desk and enjoy complex problem solving for a wide customer base, we would love to hear from you! This is a full-time role with travel required across various sites within our Trust. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2010 where required. Lead, organise and motivate the 2nd line technical team, responding to service level agreements and meeting customer needs in a timely and professional manner. Recruit, train and appraise the team along with organising the on-call out of hours Rota. Produce for the service desk manager and other senior management performance and statistics that can be reviewed and input to service improvements. To interface with our third party providers service desks in a professional manner and to escalate and resolve third party issues with the appropriate teams. Ensure all team documentation is developed, maintained and published in accordance with departmental standards. Please refer to the job description attached for a comprehensive list of duties. Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset. Our services are delivered at community bases, hospitals, clinics and people’s homes, delivering care as close to home as possible Our vision is that no matter who you are or where you are, you will tell us that you receive: “Outstanding care delivered by an outstanding team” Our values are: “Caring, safe and excellent” At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include: Excellent opportunities for career progression Access to tailored individual and Trust wide learning and development 27 days annual leave, plus bank holidays, rising to 33 days with continuous service NHS Discount across a wide range of shops, restaurants and retailers Competitive pension scheme Lease car scheme Cycle to work scheme Employee Assistance Programme Mental Health First Aiders Staff accommodation (please note waiting lists may apply) Staff networking and support groups hosted by our Equality, Diversity & Inclusion team For further details / informal visits contact: Name: Umar Mahmood Job title: IT Service Desk Manager Email address: umar.mahmood@oxfordhealth.nhs.uk Telephone number: 07548647292 At Oxford Health NHS Foundation Trust we want to employ people not just with experience, but with the aptitude and motivation to succeed and whose values resonate with our own. Therefore, if you don’t meet all the requirements of the role and are unsure about applying but are excited about the opportunity, please do get in touch. We will be happy to discuss the requirements in more detail ahead of making a written application.