Digital Service Desk Team Leader

Job overview

University Hospitals of North Midlands is currently unable to provide sponsorship this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

The post holder will manage day to day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager. The post holder will provide general administration duties which will include composing of general letters, receiving telephone calls / communication with third party suppliers. Supporting the Service Desk with call handling of a technical IT nature during busy periods.

Main duties of the job

• To work closely with all IM&T teams on user issues and problem resolution and to provide cover when required. Reviews service-related issues with the ICT Service Desk Manager. To work closely with other Digital Teams on user issues and problem resolution Providing cover for the ICT Service Desk during sickness and annual leave and to participate in an on-call rota, providing a 24 hours, first line support service to users. Day to day management for the IM&T Service Desk Team To co-ordinate the Problem Management Incidents To work closely with other IM&T teams and the IM&T Service Delivery Manager to ensure that relevant support documentation is in place. To provide feedback on divisional usage of the IM&T online call logging system to ensure maximisation of performance.

To ensure all Service Desk incidents are prioritised to agreed standards, monitoring completion timescales and reporting timescales and outcomes to Trust staff.

• To work flexibly in order to deliver the Directorate agenda and to offer support to other colleagues including cover in times of absence.

Works with the ICT Service Delivery Manager to implement local policy / procedures into own section.

• Direct Line Manager for Service Desk Agents. Provides training to any new recruits joining the team

Detailed job description and main responsibilities

The post holder will manage day to day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager. The post holder will provide general administration duties which will include composing of general letters, receiving telephone calls / communication with third party suppliers. Supporting the Service Desk with call handling of a technical IT nature during busy periods.