Digital Service Desk Manager | Northern Care Alliance NHS Foundation Trust

An exciting opportunity has opened up for a Service Desk Manager to join us.

Your primary responsibilitywill be to minimise the amount of lost clinical and operational time resulting from issues related to users' access to IT services, systems, and equipment. Your focus will be on ensuring that colleagues' requests, whether for system access or equipment, are promptly fulfilled, and that any disruptions are swiftly addressed to minimise downtime. This entails managing day-to-day operations, resolving incidents, and providing escalated technical support when needed.

The role encompasses involvement across all stages of the Service Lifecycle, which includes:

Service Design

Service Transition

Service Operation

Continual Service Improvement

This comprehensive approach ensures a holistic perspective and active participation in every aspect of service delivery, frominitialdesign through ongoing operation and improvement.

You will lead your team in analysing the type, frequency, and nature of demand, as well as assessing the effectiveness of our responses. Byleveragingthis information,you'llguide your team in improving the user experience of IT services by addressing any barriers to excellent performance. Your leadership will play a crucial role in ensuring seamless access to resources and enhancing overall operational efficiency.

Professional Duties

Managea team within one of the NCA's specialist areas, providing technical and leadership support.

Motivate staff within the department to adopt new systems and procedures.

Undertakeall duties involved in theline management of staff.

To lead on providing an efficient high quality Digitalsupport service to the users of the Trust's PC's and corporate computer systems.

Ensure all members of thepost holder's team have an up-to-date PDR and training plan,and that they are reviewed and updated regularly with the staff members.

To act as a point of technical escalation for Digital staff, including the resolution of complex issues.

To assist other Digitalstaff in their duties, when requested to do so.

Specialist knowledge and experience of working within an enterprise IT environment and have the specialist knowledge to manage a team.

Works to agreed objectives, freedom to achieve this on their own, within existing guidelines and policies.

Won't require managerial approval, except when they need to go beyond agreed objective boundaries or where this will impact those outside of their team.

Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential tomake a differenceand we're always looking for people who demonstrate our three core values -care,appreciateandinspire- to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.