Digital Service Desk Team Leader

University Hospitals of North Midlands is currently unable to provide sponsorship this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa, you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

• Manage day to day activities of the IM&T Service Desk Team, providing support to the ICT Service Desk Manager.
• Provide general administration duties including composing general letters, receiving telephone calls / communication with third party suppliers.
• Support the Service Desk with call handling of a technical IT nature during busy periods.
• Work closely with all IM&T teams on user issues and problem resolution and provide cover when required.
• Review service‑related issues with the ICT Service Desk Manager.
• Work closely with other Digital Teams on user issues and problem resolution.
• Provide cover for the ICT Service Desk during sickness and annual leave and participate in an on‑call rota, providing a 24‑hour first‑line support service to users.
• Day‑to‑day management for the IM&T Service Desk Team.
• Coordinate the Problem Management Incidents.
• Work closely with other IM&T teams and the IM&T Service Delivery Manager to ensure that relevant support documentation is in place.
• Provide feedback on divisional usage of the IM&T online call logging system to ensure maximisation of performance.
• Ensure all Service Desk incidents are prioritised to agreed standards, monitoring completion timescales and reporting timescales and outcomes to Trust staff.
• Work flexibly to deliver the Directorate agenda and offer support to other colleagues including cover in times of absence.
• Work with the ICT Service Delivery Manager to implement local policy / procedures into own section.
• Direct Line Manager for Service Desk Agents.
• Provide training to any new recruits joining the team.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke‑on‑Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential. UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected.

In return we ask all of our employees to make a commitment to the values, co‑created by staff, patients and carers, and that unite us as a Trust. At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.

For further details / informal visits contact:
Name:
Robert Stedall

Job title:

Deputy Head of Service Delivery
Email address:
Telephone number:

Digital Hub, West Building
University Hospitals of North Midlands NHS Trust
Newcastle Road, Stoke on Trent, ST4 6QG