IT Service Desk Supervisor

The person taking this role will be highly motivated in promoting our Trust's mission of 'Making life better together' through driving forwards improvements in how the Trust serves its patients, carers and local community with contact centre and indirectly supporting staff IT/Digital needs. They will support patient care while striving for improvements in the experience of our staff through the IT Service Desk and Facilities Help Desk., The post holder will be the first point of escalation for service desk analysts and staff and is responsible for the following:
+ To provide mentoring and technical support for the service desk analysts.
+ To escalate issues to senior IT management when needed.
+ To perform general IT administration and housekeeping duties as defined by the Support Centre and/or Deputy Support Centre Manager.
+ To keep and update a comprehensive knowledgebase to support both the IT team and the wider staff including working with other IT teams to get them to provide Service Desk Analysts with "first time fix" solutions to regular faults, thereby enhancing customer service.
+ To work in support of the Support Centre and/or Deputy Support Centre Manager to ensure that all members of the team are working effectively and that the data logged during calls has a high level of accuracy
+ To supervise and responsible for the day-to-day management of IT Service Desk.
+ Monitor and report on performance of the IT Service Desk and maintain key performance indicators for the team In deputising position, applicant will become process owner for Incident Management and manage all Priority 1 and Priority 2 incidents in accordance with IT Policies and procedures. To perform high quality telephone-based first line IT support for Trust users.
+ To provide a professional and authoritative first point of contact for all Trust users.
+ To develop the highest possible levels of professional, customer-focussed service., The post holder will be the first point of escalation for service desk analysts and staff .
To provide mentoring and technical support for the service desk analysts.
To escalate issues to senior IT management when needed.
To perform general IT administration and housekeeping duties as defined by the Support Centre and/or Deputy Support Centre Manager.
To keep and update a comprehensive knowledgebase to support both the IT team and the wider staff including working with other IT teams to get them to provide Service Desk Analysts with "first time fix" solutions to regular faults, thereby enhancing customer service.
To work in support of the Support Centre and/or Deputy Support Centre Manager to ensure that all members of the team are working effectively and that the data logged during calls has a high level of accuracy.
To maintain a calm professional stance when challenged by customers with respect to service outages.
To provide open, clear and easily accessible lines of communication to users.
To document IT service desk procedures and produce diagrams.
To work with the Support Centre and/or Deputy Support Centre Manager to examine ways of improving service delivery.
To contribute to, and enable, control processes, including Change Management, by timely response to requests for Change.
At South West London St Georges Mental Health Trust we are committed to providing services which embrace diversity and that promote equality of opportunity. We are a Disability Committed Employer, and welcome applications from all sections of the community and people of all protected characteristics. We are Members of Stonewall Diversity Champions and Employers Network for Equality and Inclusion.
As part of the Trust's commitment to Equalities and Diversity, the Trust supports the establishment of Staff Networks groups to promote diversity in the workplace:
+ BME (Evolve) Staff Network
+ Christian Staff Network
+ DiverseAbility
+ Deaf Staff Network
+ Mental Health Staff Forum
+ Women's Staff Network
+ LGBTQIA+
We are committed to supporting the Armed Forces Community and has signed the Armed Forces Covenant.
We provide reasonable adjustments to the interview process for any candidates with a disability.
Please note:
+ That the closing date listed is a guide only and that the vacancy may close earlier should sufficient number of applicants have been received
+ That once you have submitted your application you agree to your application being transferred to a 3^rd party e-recruitment system
+ That should you not have heard from us within three weeks from the closing date your application has not successful
+ That priority consideration for applications may be given to at-risk NHS employees
+ That should you be successful and appointed, you authorise South West London and St George's Mental Health NHS Trust to confirm your previous NHS service via an Inter Authority Transfer (IAT) process
+ That your employment is offered subject to successful completion of a Probationary Period depending on your Band (except medical roles)
+ That we are a smoke-free Trust

The successful candidate for the role will demonstrate great energy in delivering customer service focused improvements at our Trust. They will live our Trust values of being respectful, open, collaborative, compassionate, and consistent in everything that they do. They will be a highly experienced manager with a proven track record of successfully supporting staff to achieve their full potential in their roles.

NHS AfC: Band 6
South West London and St George's Mental Health NHS Trust has a rich history, well-established community links and an international reputation. We provide a full range of local mental health services to the Kingston, Merton, Richmond, Sutton and Wandsworth London boroughs, as well as specialist forensic mental health services, including specialised services such as national deaf adults and CAMHS inpatients and OCD.
We are committed to providing high quality integrated health and social care for local people with mental health problems in South West London and more specialist mental health services for people throughout the UK. The Care Quality Commission already rates our services as 'good' however we aim to be 'outstanding'.
Our Values
We take pride in providing specialist care to our service users where our Trust values; being consistent, compassionate, collaborative, respectful and open is at the heart of everything we do. Our mission is "making life better together".
When you join us, you'll be part of something special - an innovative and rapidly growing organisation that is helping to redefine the Mental Health, education and social care landscape in the UK.
As a Trust, we are happy to talk flexible working., We are Proud to Belong at South West London and St George's Mental Health NHS Trust.
We have expert services, a rich history and a clear commitment to providing the best quality care for those with mental ill-health. The Care Quality Commission already rates our services as 'good' - we aspire to be 'outstanding'.
This is a great time to join us. We are transforming the way we care for our communities to support our mission of Making Life Better Together. We have built two brand new mental health facilities at Springfield University Hospital, which are amongst the best in the world. More developments are planned across our sites and services as we invest a further £120m to upgrade and modernise our estate by 2027.
We are inclusive and diverse and strive to be actively anti racist. We want to attract people from all backgrounds and experiences to enrich the work we do together. We are proud to co-produce and involve our local communities in all that we do.
We offer flexible working, career development and a variety of benefits to enable a positive, welcoming environment in which our people and their careers can thrive.
Come and join our inclusive teams and help our patients on their recovery journey.