Service Desk Manager

1 week ago Be among the first 25 applicants

Transforming Patient Care Through Digital Innovation

At Betsi Cadwaladr University Health Board (BCUHB), our vision is to “Transform patient care, safety and outcomes through digital technology and transformation to enhance ways of working.” We’re on an exciting journey to deliver major change and evolve ICT into a customer‑centric service that leverages technology and innovation to deliver exceptional value.

As ICT Service Desk Manager, you will:

• Lead the ICT Service Desk Team, supporting over 19,500 users and managing more than 30,000 network devices.
• Ensure the efficient operation, management, and continuous improvement of the ICT Service Desk.
• Drive the team through the Service Desk Institute (SDI) accreditation process.
• Monitor KPIs, SLAs, and customer satisfaction, implementing improvements where needed.
• Collaborate with other ICT teams and stakeholders to support digital transformation across BCUHB.
• Champion best practices in service delivery and customer support.

The ability to speak Welsh is desirable for this post;
English and/or Welsh speakers are equally welcome to apply.

• Has significant experience in ICT Service Desk leadership or wider contact centre knowledge & experience.
• Possesses technical knowledge across multiple ICT domains or ability to quickly adapt.
• Demonstrates excellent communication, influencing, and problem‑solving skills.
• Is passionate about service improvement and digital transformation.
• Can empower and develop their team to meet evolving organisational needs.

• Degree level education or equivalent experience.
• ITILv3 or ITILv4 certification.
• Proven track record in service desk operations and leadership.
• Experience in healthcare ICT service provision is desirable.

• SDI Service Desk Manager Certification.
• PRINCE2 or equivalent project management qualification.
• Microsoft certifications (e.g., MCSE, MCSP).

Betsi Cadwaladr University Health Board (BCUHB) is the largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000 across North Wales. We are committed to promoting equality and diversity and welcoming applicants under the “Disability Confident Employer” scheme.

• Up to 34 days annual leave plus bank holidays.
• Generous employer pension contributions.
• Agile and flexible working options.
• Membership of the British Computer Society.
• Car leasing and Cycle to Work schemes.
• Opportunities for continuous professional development.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Ready to shape the future of digital healthcare in North Wales? Apply now and be part of a team that’s making a real difference. You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.