Job summary Reporting directly to the ICT Services Manager, the post holder will be part of the technical IT team. The post holder is responsible for manging 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 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. 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 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 quantative 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 under performance issues. Deliver tangible results to the Trust for IT service and quality. About us 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. Benefits Competitive NHS salary 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 Generous Pension Scheme Career and salary progression Car leasing scheme Free parking across Trust sites Staff networks Wide range of discounts from various organisations across the UK Date posted 27 March 2025 Pay scheme Agenda for change Band Band 6 Salary £37,338 to £44,962 a year per annum Contract Permanent Working pattern Full-time Reference number 202-6982931 Job locations Trust HQ or Bristol St James Unit 4 Abbey Court, Eagle Way, Sowton Industrial Estate Exeter EX2 7HY Job description Job responsibilities For further information about this role please see the attached job description and person specification. Job description Job responsibilities For further information about this role please see the attached job description and person specification. Person Specification Education and qualifications Essential HNC, foundation degree or equivalent Vocational qualification. Five GCSE's or equivalent, including English & Mathematics Current UK driving licence with no more than 6 points. ITIL Foundation and/or ITIL Practitioner certificate Desirable 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) Essential 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 2 nd line support team. Person Specification Education and qualifications Essential HNC, foundation degree or equivalent Vocational qualification. Five GCSE's or equivalent, including English & Mathematics Current UK driving licence with no more than 6 points. ITIL Foundation and/or ITIL Practitioner certificate Desirable 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) Essential 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 2 nd line support team. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name South Western Ambulance Service NHS Foundation Trust Address Trust HQ or Bristol St James Unit 4 Abbey Court, Eagle Way, Sowton Industrial Estate Exeter EX2 7HY Employer's website https://www.swast.nhs.uk (Opens in a new tab)