Employer South Western Ambulance Service NHS Foundation Trust
Employer type NHS
Site Trust HQ or Bristol St James Town Exeter
Salary £37,338 - £44,962 per annum
Salary period Yearly
Closing 13/04/2025 23:59
Service Desk Manager
NHS AfC: Band 6
Job overview
Reporting directly to the ICT Services Manager, the post holder will be part of the technical IT team. The post holder is responsible for managing the Trust’s Customer Service Analysts and the service they provide in both Exeter and Bristol; regular travel between sites will be expected.
The Service Desk Manager is an experienced manager whose expertise is in providing a customer-focused Service Desk service using various channels of communication with their customers, in a very busy and challenging environment.
The Service Desk Manager will manage the full life cycle of all Service Desk related Incidents, Problems, and Changes in accordance with the Information Technology Infrastructure Library (ITIL) v4 standard.
Main duties of the job
1. Responsible for providing a customer-focused Service Desk service for Trust-wide IT Incidents, Service Requests, Problems, and Changes in accordance with the Information Technology Infrastructure Library (ITIL) v4 standard. Ensuring that all Service Desk Analysts log all work undertaken in the appropriate system, to the appropriate quality standard in accordance with agreed timescales.
2. Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) will define the expected level of service the Service Desk Manager will be expected to achieve. Supported by regular customer satisfaction questionnaires and internal audits to review the overall quality of the service being provided.
3. The Service Desk Manager will manage their team’s activities via real-time wallboards and queue management reports. Each week and month the Service Desk Manager will use a range of historic reports to ensure adherence to SLA’s, KPI’s, and service quality. For example, drawing information from different sources and reports, some of which may be in different formats, using qualitative and quantitative data to draw a range of conclusions for performance, SLA, and KPI adherence. Interpret results, make judgements in areas of performance, process, and service improvement. Devise strategies to implement improved ways of working and address underperformance issues. Deliver tangible results to the Trust for IT service and quality.
Working for our organisation
Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.
We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy which has continually improving patient care at its very core.
The role is based in Exeter, one of the most vibrant, attractive and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes, and bars.
If you embody our values of one team, compassionate and innovative and are looking to make a real difference to peoples’ lives, then we would love to hear from you.
In return we will equip you with the skills and resources you need to thrive in your role.
You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.
* A standard working week of 37.5 hours
* Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
* Pay enhancements for out of hours, shift and overtime working
* Career and salary progression
* Car leasing scheme
* Free parking across Trust sites
* Staff networks
* Wide range of discounts from various organisations across the UK
Detailed job description and main responsibilities
For further information about this role please see the attached job description and person specification.
Person specification
Education and qualifications
* HNC, foundation degree or equivalent Vocational qualification.
* Five GCSEs or equivalent, including English & Mathematics.
* Current UK driving licence with no more than 6 points.
* ITIL Foundation and/or ITIL Practitioner certificate.
* Holds a relevant 2.2 (or above) IT Science related degree and/or holds a current MCSE qualification.
* Prince2 qualification or other recognised project management qualification or equivalent experience.
Previous experience (Paid/ Unpaid relevant to job)
* Previous sector experience or mid to large scale public or private sector experience in a similar role.
* Significant experience of managing teams in an IT 1st or 2nd line support team.
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