Infrastructure Team Leader; Service Desk-DM

Overview

The Service Desk Team Leader is responsible for leading and managing a team of service desk analysts and User Provisioning administrators to provide exceptional technical support and customer service. They oversee the service desk operations, ensuring efficient delivery of IT support services and adherence to service level agreements. The Service Desk Team Leader fosters a positive work environment, develops, implements policies and procedures, and promotes a customer-centric approach.

They stay updated with industry trends, identify opportunities for process improvement and automation, and collaborate with stakeholders to enhance service quality. The role requires strong leadership, communication, and problem-solving skills, along with knowledge of IT service management frameworks and tools.

• Team Leadership and Management
• Service Desk Operations
• Customer Service Excellence
• Technology and Process Enhancement

Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire! Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services. We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire.

NHS Lanarkshire is comprised of Acute Services, Corporate & Property & Support Services, and Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

• The post holder will be educated to degree level or equivalent and have proven experience in management/supervision of an IT support service.
• The post holder will have in-depth experience and knowledge of PC software and Clinical systems in use within NHSL.
• Ideally the post holder should have proven experience in delivering an IT support service.
• Leadership skills to enable day-to-day management of service delivery.
• Further education/evidence of Continuous Professional Development in the area of specialty including study days/courses/postgraduate qualification.
• The post holder will possess excellent teamwork/leadership skills and have the ability to motivate others and work using own initiative.
• The post holder must be able to prioritise their own work and that of other staff within their support function and be able to plan between competing priorities mindful of the impact of IT support decisions on day-to-day operation of services.
• The post holder must be able to document and communicate their work plans to others including other IT support staff.
• The post holder must be experienced in the use and support of all Microsoft PC operating systems and Microsoft Office software.
• The post holder must be able to drive and have a current UK driving license.

Please note for all vacancies where a driving licence is required this must be a full UK/EU/EEA licence.

• Experience in a complex Technical Support role within an IT department
• Proven track record in the regular use of Microsoft desktop products such as MS Office, Visio etc. in order to produce reports for service monitoring
• Proven ability to manage the administrative and service delivery aspects of a high-pressure IT System Support Service covering around 14,000 end users
• Proven ability to deliver work objectives on own initiative
• Proven ability to work effectively with both technical and non-technical colleagues at all levels within and external to the organisation
• Proven relationship and performance management skills
• Extensive demonstrable experience in an IT Systems related discipline
• Specialist technical knowledge across complex IT systems products and practices understanding current needs and acknowledging industry trends
• Familiar with the principles and methods of project management
• Working knowledge of NHS Scotland’s eHealth legislation, policies and regulatory guidance
• Experience presenting to groups of technical staff on an individual basis
• Excellent listening, communication and interpersonal skills
• Effective time management skills

• Permanent
• Full time
• 37 hours

This role will be based in Digital within Kirklands - NHSL Headquarters. The working pattern for this role is 8am - 6pm. Applicants shortlisted for interview may be considered for similar vacancies in alternative locations.

Please contact Mick Miller, eHealth Customer Service Manager, For enquiries regarding the application form or recruitment process, please contact David Murray, Recruitment Administrator  Please remember to include the job title and reference number in your email.

• A minimum of 27 days annual leave increasing with length of service
• A minimum of 8 days of public holidays
• Membership of NHS Pension Scheme, with life insurance benefits
• Paid sick leave increasing with length of…