Digital Service Desk Team Leader

About the role

University Hospitals of North Midlands NHS Trust is looking for an experienced IT Service Desk Manager to lead the IM&T Service Desk Team across two sites. The role is non‑sponsored and requires at least six months until a graduate visa expires at the start of employment. The successful candidate will manage day‑to‑day activity, provide technical first‑line support, and coordinate problem management with local teams.

• Day to day management of the IM&T Service Desk Team
• Co‑ordinate the Problem Management Incidents and ensure documentation is in place
• Provide cover for the ICT Service Desk during sickness, annual leave and on‑call rota, delivering a 24‑hour first line support service to users
• Ensure all Service Desk incidents are prioritised to agreed standards, monitoring completion timescales and reporting outcomes to Trust staff
• Work flexibly to deliver the Directorate agenda and support other colleagues including cover in times of absence
• Work closely with all IM&T teams on user issues and problem resolution, and with other Digital Teams on user issues and problem resolution
• Review service‑related issues with the ICT Service Desk Manager and provide feedback on divisional usage of the IM&T online call logging system
• Implement local policy and procedures into the own section and work with the ICT Service Delivery Manager to implement policy
• Direct line manager for Service Desk Agents and provide training to any new recruits joining the team

UHNM offers a culture of inclusion, equal opportunities, and extensive development packages to help staff fulfil their true potential. The Trust serves around three million people across two modern sites, and is a specialist major trauma centre for the North Midlands and North Wales.

For further details or informal visits contact:
Robert Stedall
, Deputy Head of Service Delivery,
Email:  
Telephone: