IT Service Desk 2nd Line Team Leader

We are recruiting for an IT Service Desk 2nd Line Team Leader to join our IM&T Team based at Littlemore Mental Health Centre in Oxford. You'll be leading a team of five technicians providing a high level of 2nd line support to our customer base across the Trust for desktops, laptops, mobile devices, peripherals, and systems in accordance with our Service Level Agreement. As the key escalation point for all technician queries, you'll be the primary interface with other IT resolving groups, leading on incident management, ensuring processes are being correctly applied and escalated to the appropriate management team. You'll use your expertise to detect, diagnose and resolve customer issues remotely to increase efficiency and produce metrics with applicable statistics for senior management that can be reviewed and used to inform service improvements. If you have a technical background, experience of working within a service desk and enjoy complex problem solving for a wide customer base, we would love to hear from you! This role requires travel to various sites across the Trust to resolve issues as required. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2010 where required.,

• Lead, organise and motivate the 2nd line technical team, responding to service level agreements and meeting customer needs in a timely and professional manner.
• Recruit, train and appraise the team along with organising the on-call out of hours Rota.
• Produce for the service desk manager and other senior management performance and statistics that can be reviewed and input to service improvements.
• To interface with our third party providers service desks in a professional manner and to escalate and resolve third party issues with the appropriate teams.
• Ensure all team documentation is developed, maintained and published in accordance with departmental standards.
  
  Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.
  
  At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include:
• Excellent opportunities for career progression
• Access to tailored individual and Trust wide learning and development
• 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
• NHS Discount across a wide range of shops, restaurants and retailers
• Competitive pension scheme
• Lease car scheme
• Cycle to work scheme
• Employee Assistance Programme
• Mental Health First Aiders
• Staff accommodation (please note waiting lists may apply)
• Staff networking and support groups hosted by our Equality, Diversity & Inclusion team