Service Desk Manager

This is an excellent opportunity to help shape a leading digital function in the NHS. The Deskside Manager will play a crucial role in our Digital Operations Team and will support the Service & Deskside Lead in the management and delivery of operational services to the trust, ensuring the deskside function is delivered in accordance with service level agreements whilst maintaining high levels of system availability and customer satisfaction.
This is a unique opportunity to act as the process owner for key processes' relating to the deskside team including call, change, problem, incident, and asset management. You will work collaboratively with the Service and Deskside Lead to ensure service delivery and improvement plans are developed, implemented, and reviewed as well as day to day line management of the digital deskside team and technical staff specialising in deskside deployment and technical hardware support.

Working for our organisation
Originally formed in 2000, ELFT has long been recognised as a centre of excellence for mental health care, innovation and improvement. We care for a population of more than 750,000 and we are proud to serve one of the most culturally diverse parts of the UK. In Bedfordshire and Luton, we are now responsible for a further 630,000 people's mental health and community health care needs. Wherever patients receive our services and from whichever team, our values of care, respect and inclusivity underpin all that we do. Valuing the diversity of our local population is fundamental to realising our vision to provide outstanding healthcare to our diverse community. In September 2016, the Trust was proud to be rated as 'Outstanding' by the Care Quality Commission, and the Trust was once again rated at 'Outstanding' by the CQC in June 2018 and 2021., In return, you could be part of our digital first journey in which there is both permission and support to be highly innovative - to ensure the Trust develops a leading digital function.
Making Things Better
Quality Improvement is a key part of our work to improve our services and refine how we do things. We have a global reputation for our quality improvement work and we don't stand still! So we offer a fantastic opportunity for our staff to learn, lead and contribute towards improving our services.
We launched our Five Year Strategy in April 2018, which identified four main strategic outcomes to improve: population health outcomes, experience of care, staff experience and improve value. This complements the NHS Long Term Strategy and sets out our direction of travel.
Our Community
We provide a wide range of community health and mental health inpatient services to children, young people, adults of working age, and older adults in The City of London, Hackney, Newham, Tower Hamlets, Bedfordshire and Luton. We also provide psychological therapy services to the London Borough of Richmond, and provide Forensic services to the whole of North East London. We provide services in urban and rural settings, sometimes in our inpatient units, but mostly in the community close to where people live. Integrated care is key in making the best use of resources and providing effective care.
Aiming High
We were rated 'Outstanding' by the CQC in 2016, were proud to be rated 'Outstanding' again in 2018 and continue to be rate 'Outstanding' in 2021.. We were named in the HSJ's Top 10 best places to work in healthcare and were voted Provider Trust of the Year in 2018.
Staff and Service Users United
We strive to ensure that staff feel valued by the Trust and as they are truly pivotal in delivering better outcomes for our patients and service users. Our aspiration is to help to make ELFT the best place to work. This Trust is clinician-led and provides the highest possible level of clinical expertise throughout its services. We pride ourselves on our service user involvement. A service user will be on your assessment centre and interview panel if you are invited to meet us.
We especially welcome people with lived experience of health difficulties, with insight and understanding of different backgrounds, cultures and lifestyles in our population as we believe that this will equip staff to deliver a high standard of care to our service users and patients.
Diversity
ELFT Is committed to being a diverse organisation and our workforce is reflective of the population and communities we serve. We believe that having colleagues with a range of backgrounds and life experiences enriches and adds value to the outcomes we have set out to achieve. Having partnered and endorsed by organisations who are representative and experts in various areas of equality and diversity, we can ensure we are meeting the pre-set standards all the way from recruitment stage throughout the career journey of our employees by being accessible, having fair inclusive practices and a host of staff networks to support, nurture and celebrate our valued staff in the workplace.
Other reasons to apply
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that's job share, part time or another flexible pattern.
As part of the relocation scheme we presently have, the Trust could support you with offering up to £10,000 for removal and associated expenses. This is subject to change and terms and conditions apply.

We are looking for experienced technical deskside managers who have an excellent understanding of service delivery. You will have a proven track record of working within a digital support environment within the NHS domain and leading and managing technical teams. In addition, you will possess excellent knowledge of Microsoft Windows Operating systems and hardware deployment and incident management and resolution.

ELFT has long been recognised as a centre of excellence for mental and health care, innovation and improvement. So it is a very exciting time for you to come and work for us. Our mission is to make a positive difference to people's lives by improving quality of life for all we serve. Our values are: We Care, We Respect, We are Inclusive - so we are looking for people who live and breathe these qualities when supporting service users and carers, and in their relationships with colleagues in the Trust and our partner organisations.