ICT Service Desk Team Leader

This is a key role within the ICT Operations Department and one where your opinions matter and you can really make a difference. As part of a three person leadership team reporting into the ICT Deputy Service Delivery Manager, this role is key for the delivery of great customer service and continual improvement for the ICT Operations Department.,

• Supporting the delivery of the IT Support Service consistent with the Informatics Strategy.Provide IT technical support coordination and escalation support across all associated IT technical teams.
• Ensuring effective Incident Management in in place by monitoring against quality measures and checks.
• Plan and prioritise IT Support activities, co-ordinating holiday, shift rota and training schedules and the delegation of ad hoc tasks as required to ensure achievement of team and personal objects and service level agreements.
• Escalate and monitor incidents and requests reported to external agencies, suppliers and contractors ensuring that appropriate minimum data sets are submitted correctly, and fullcommunication of call progress is maintained in a timely manner.
  
  The Countess of Chester Hospital NHS Foundation Trust provides services to West Cheshire and to Welsh patients covered by Betsi Cadwaladr University Health Board. The Trust works collaboratively within the wider Cheshire and Merseyside Health and Care Partnership. Its services are provided from three locations:
• The Countess of Chester Hospital: providing 438 general and acute beds
• Ellesmere Port Hospital: providing 56 beds as a rehabilitation, intermediate and outpatient facility
• Tarporley War Memorial Hospital: a base for community services which serve the local rural population.
The Trust employs over 6258 staff (headcount) which includes temporary bank staff and provides acute emergency and elective services, primary care direct access services and obstetric services to a population of approximately 407,000. This includes 357,000 residents in Chester and West Cheshire which includes Ellesmere Port and Neston as well as the Deeside area of Flintshire which has a population of approximately 50,000. The Trust is a busy district general hospital and in 2022/2023, there were more than 503,342 patient attendances (inpatient, outpatient and diagnostic) ranging from a simple outpatient appointment to major cancer surgery. This is an increase of nearly 10,000 compared to the previous year when there were 494,387 patient attendances.