Service Desk Team Leader

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Working closely with Service Improvement and Facilities and Health and Safety Team, the post-holder will ensure a high standard of service and support is provisioned for both internal and external stakeholders, ensuring that customer expectations are met or exceeded. The Service Desk Team Leader will lead two service focused teams and implement process and system changes where necessary for the ongoing improvement and development of the function.Client DetailsNHS Resolution is an arm's-length body of the Department of Health and Social Care. We provide expertise to the NHS on resolving concerns and disputes fairly, sharing learning for improvement and preserving resources for patient care.We are currently going through an exciting IT transformation led by the organisation's Chief Information Officer. The Digital, Data and Technology Directorate, (DDaT) is an exciting high performing function with a challenging programme of work and a department structure aimed at progression, development and high operational and strategic outputs. As a result we are looking for talented DDaT professionals to join us on this journey.DescriptionChairs the monthly Service Desk meetings.Day to day management and liaising of Service Desk contracts/renewals including procurement in line with local procedures.Assist the Compliance & Service Delivery Manager on aspects of IT and facilities planning, training and improvementsManage a multiplicity of targets and objectives, whilst ensuring that support and advice is provided to the Service Desk team at all times Liaises with the technology leads to ensure service continuity as well as project work is being transitioned into business as usual.The postholder must demonstrate an understanding of all stages of a Service Desk lifecycle including experience of effectively managing resources and competing demands, establishing and operating within a defined change governance framework, working with third party suppliers, and delivering the intended outcomes/benefits on time and within budget whilst meeting NHS service standard.Work closely with the Service Improvement and Operations Lead to identify areas for improvement for the directorateProposes changes and improvements that may impact beyond own area of work.Ensures the alignment of the service catalog and operating manual with current processes as well as Identify service patterns and use prototypes to design servicesOversee the service desk incidents, problems, changes and requests.Manage and co-ordinates urgent and complicated support issues before they become major, escalating as appropriate.Overseeing appropriate audits, regulations and ensuring that recommended actions are completedAssist with appropriate 3rd party contract service management such as maintenance/managed services/security.Ensures the alignment of the service catalog and operating manual with current processes as well as Identify service patterns and use prototypes to design servicesProfileMicrosoft Certified Engineer or equivalentManagement qualification or significant relevant experience.Project management qualification (e.g. PRINCE 2)ITIL Certified or equivalent E A & I Understanding of ISO27001Skills and Abilities Ability to articulate, influence, persuade and motivate on service developments and best practice as subject matter expertAbility to analyse, diagnose, design, plan, evaluate and implement service and project deliverablesAbility to build, develop and form good working relationships, working flexibly and across professional and operational boundaries.Sound understanding of Office 365 and supporting technologies.Excellent customer service and compliant resolution skillsAbility to work supportively as part of a teamAbility to work to tight deadlines and under pressureHighly developed organisational skills, including the proven ability to take a strategic and constructive problem solving approach to issues, linking plans to organisational aims and objectivesExperience Experience of leading and managing a teamExperience of implementing inter-connected projectsExperience of 2nd line Helpdesk/technical supportComputer science/information management and technology degree at Masters level, or equivalent relevant, experience, knowledge and expertise.A wide degree of creativity and technical knowledge and understanding of current IT inclusive of Local and Wide Area Network principles and associated securityKnowledge and understanding of database and information system architecture.Detailed knowledge and understanding of Microsoft end-user applications & networkingDetailed knowledge of Active Directory Job OfferFlexible working with commitment to travel to London or Leeds a minimum 1 day per week / 4 days per monthSalary of £45,753 - £51,668 (plus London Weighting of £6890)NHS pensionsFlexible workingHealth and Social Security Recreational Association (HASSRA)Season ticket loan schemeEye care vouchers for SpecSavers24 hours employee assistance programme from Health Assured (EAP)Health service discountsCycle to work schemeApplications:To apply for this position, please submit your CV ensuring details of where you meet the essential criteria required for the role are clearly demonstrated. Application deadline is 23:55pm, on 15th August 2021