Job summary
- Main area
- Information Technology
- Grade
- Band 7
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 364-A-7393-A
- Employer
- Essex Partnership University NHS Foundation Trust
- Employer type
- NHS
- Site
- Colchester/Thurrock
- Town
- Colchester/Thurrock
- Salary
- £43,742 - £50,056 Per Annum
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
IT Service Desk Manager
Band 7
About Us
EPUT provides community health, mental health and learning disability services to support more than 3.2 million people living across Bedfordshire, Essex and Suffolk. Also:
- We are among the largest employers in the in the East of England region, with more than 10,000 staff working across more than 200 sites.
- We run the COVID-19 vaccination programme across mid and south Essex and Suffolk and north east Essex.
EPUT was formed on 1 April 2017 following the merger of North Essex Partnership University NHS Foundation Trust (NEP) and South Essex Partnership University NHS Foundation Trust (SEPT). A new leadership team was established at the Trust in 2020.
Our vision and values
Our Vision
“To be the leading health and wellbeing service in the provision of mental health and community care”.
Our Purpose
“We care for people every day. What we do together, matters”.
Our Values
- We Care
- We Learn
- We Empower
Our strategic objectives
- We will deliver safe, high quality integrated care services.
- We will enable each other to be the best that we can.
- We will work together with our partners to make our services better.
- We will help our communities to thrive.
Our services
- Mental Health Services
- Community Health Services
- Learning Disabilities Services
- Social Care
Find out more about the services we offer in our service directory.
Job overview
The IT Service Desk Manager role will be to manage and control the service desk and enable and empower the team to achieve their operational and business objectives whilst adhering to operational budgets. whilst maintaining high levels of customer service, and meeting KPI’s. EPUT operates a 24/7 service. The successful candidate will have the opportunity to work remotely and at our two Service Desk locations in Colchester and Thurrock.
Main duties of the job
- Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function.
- Provide leadership to the Service Desk team from an escalation point and a management escalation point for strategic and operational decisions.
- responsible for coaching and mentoring Team Leads.
- Lead the day-to-day activities, co-ordination of major Incident issues for the directorate.
- manage the service desk team and instil a customer service culture that excels.
- Manage conflict and mediation both inside the team and between teams/services.
- Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives.
- Ensure teams are working within the service level agreement.
- Provide appraisals and 1:1 for Team Leads
- Excellent interpersonal skills ability to communicate effective/verbally and produce good written information.
Working for our organisation
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
- Season Ticket Loans
- NHS discounts for staff
- Excellent Training facilities and opportunities
- Buying and Selling annual leave scheme
- The opportunity to work bank shifts and expand knowledge and experience in other areas
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
Detailed job description and main responsibilities
- Manage the Service Desk Team and be responsible for the day-to-day delivery of the IT service desk function.
- Take direct responsibility for Team Leader’s, advise and mentor as required.
- Liaise directly with the business to ensure that the service desk strategy is aligned to overall business objectives.
- When required deliver project work to agreed timelines and budget.
- manage the service desk team and instil a customer service culture.
- Manage conflict and mediation both inside the team and between teams/services.
- Provide leadership to the Service Desk team from both a technical escalation points for direct reports and a management escalation point for strategic and operational decisions.
- Manage performance, ensuring agreed SLAs and KPI’s are defined, met, and reported on a regular basis. Identifying Service Improvement Plans where improvement is required.
- Conduct regular service review meetings with other management and business leads.
- The post holder will be responsible for assisting the Head of IT customer Experience and to achieve the KPI’s and SLA’s as defined for the department.
- Produce monthly service performance reports.
- Work with internal IT teams to reduce aged calls.
- Identifying and developing any opportunities to enhance support to the business and customers.
- Work alongside the Escalations Manager to follow up on incidents with users to ensure customer satisfaction.
- To provide leadership and support for projects where required
- Facilitate and support the transition of new services into live support.
- To ensure that for users the IT support function is efficient, effective and adapts to changing circumstances.
- To implement service standards, developing common systems and processes
- To take responsibility for the performance management and development of the team
- Ensure processes are in place for monitoring the quality of interactions with the Service Desk to enable effective performance management and customer satisfaction to insure ITIL standards are met.
- To be aware of, and to adhere to, all Trust policies and procedures.
- To engage fully with the Major Incident and Incident Management processes
- To co-ordinate and organise, the Information Technology Team's "out-of-hours" support capability.
- To make sure that the quality and appropriateness of the Service Desk IVR messages are suitable at all times.
- To maintain an up-to-date awareness of IT technologies and developments. This may involve attending seminars, training events and reading relevant journals and technical documentation.
- Ensure the IT Out of Hours Service is delivered in line with the agreed service levels.
- Address and resolve complex issues escalated by team leaders,
- Responsible for monitoring demand levels and applying escalation plans as required (if possible, before), delays occur.
Person specification
Experience
Essential criteria
- Experience in a Service Management role or end-user support role in a fast paced environment.
- Practical knowledge of IT Service Management systems and processes, and the associated frameworks, e.g. ITIL or similar
- Experience with service performance measurement and reporting.
- Excellent interpersonal skills ability to communicate effective/verbally and produce good written information.
Desirable criteria
- Projects and transition to operational service
- Implementing change within the Service Desk function and wider organisation
- Current or previous experience in an NHS Environment
Qualifications
Essential criteria
- ITIL foundation or intermediate
Desirable criteria
- Experience with producing performance reports and service level metrics
Employer certification / accreditation badges
Applicant requirements
You must have appropriate UK professional registration.
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Alan Hicks
- Job title
- Head of IT Customer Experience
- Email address
- [email protected]
- Telephone number
- 07581 029824
List jobs with Essex Partnership University NHS Foundation Trust in Administrative Services or all sectors