Service Desk Manager

East London NHS Foundation Trust
£58,698 to £65,095 a year Per annum
Closing date
29 May 2023

View more

Other Health Profession
Band 8A
Contract Type
Full Time
Job summary

Our Board have clear ambition to be a 'Digital First' organisation. Our digital strategy is a collaboration between the Trust senior management team, the Digital Team, and a wide range of stakeholders who firmly believe in building upon our digital capabilities to ensure ELFT are regarded as pioneers in Digital. The scale of response to the COVID-19 pressures, particularly enabling remote and mobile working, and setting up the Stratford vaccination centre has been remarkable. However, there are also significant challenges to address. Digital tools and services are now fundamental to the management and delivery of our services. This is an extremely exciting time to be joining our Trust on this journey.

Main duties of the job

This is an excellent opportunity to help shape a leading digital function in the NHS. The Deskside Manager will play a crucial role in our Digital Operations Team and will support the Service & Deskside Lead in the management and delivery of operational services to the trust, ensuring the deskside function is delivered in accordance with service level agreements whilst maintaining high levels of system availability and customer satisfaction.

This is a unique opportunity to act as the process owner for key processes' relating to the deskside team including call, change, problem, incident, and asset management. You will work collaboratively with the Service and Deskside Lead to ensure service delivery and improvement plans are developed, implemented, and reviewed as well as day to day line management of the digital deskside team and technical staff specialising in deskside deployment and technical hardware support.

About us

Originally formed in 2000, ELFT has long been recognised as a centre of excellence for mental health care, innovation and improvement. We care for a population of more than 750,000 and we are proud to serve one of the most culturally diverse parts of the UK. In Bedfordshire and Luton, we are now responsible for a further 630,000 people's mental health and community health care needs. Wherever patients receive our services and from whichever team, our values of care, respect and inclusivity underpin all that we do. Valuing the diversity of our local population is fundamental to realising our vision to provide outstanding healthcare to our diverse community. In September 2016, the Trust was proud to be rated as 'Outstanding' by the Care Quality Commission, and the Trust was once again rated at 'Outstanding' by the CQC in June 2018 and 2021.

Job description

Job responsibilities

We are looking for experienced technical deskside managers who have an excellent understanding of service delivery. You will have a proven track record of working within a digital support environment within the NHS domain and leading and managing technical teams. In addition, you will possess excellent knowledge of Microsoft Windows Operating systems and hardware deployment and incident management and resolution.

In return, you could be part of our digital first journey in which there is both permission and support to be highly innovative - to ensure the Trust develops a leading digital function.

Person Specification

Education/ Qualification/ Training


  • oEducated to Masters level or equivalent experience
  • oManagement/leadership qualification or equivalent experience
  • oEvidence of continued professional development
  • oMicrosoft qualification or equivalent experience


  • oDigital Service Management qualification or equivalent experience
  • oITSM Training or certificate

Knowledge and Skills


  • oHighly developed specialist knowledge of working in a Digital Support environment
  • oIn depth knowledge of ITSM tools and their correct usage
  • oIn depth understanding of change management
  • oIn depth understanding of change management
  • oKnowledge of service improvements/transformation and project management


  • oGood understanding of the current NHS agenda and healthcare policy



  • oUtilising an ITSM framework such as ITIL, and its implementation within a corporate environment
  • oProven experience of working in a management/leadership role
  • oManaging, leading and motivating a team
  • oLeading service changes to improve performance
  • oResponsible for a budget and budget setting
  • oIdentifying and interpreting national policy and implementing required changes
  • oBusiness case development and annual planning, longer term planning
  • oProven experience of working in a management/leadership role
  • oFinancial procedures including budget setting and working knowledge of financial processes
  • oBusiness planning /annual planning/long term planning
  • oRisk management and governance
  • oExperience of working within a health or social care digital department environment
  • oLeading a team providing ITSM within a healthcare setting
  • oUtilising a Servicedesk Management System for call, issue and problem management



  • oGood analytical and problem solving skills - ability to analyse highly complex data/information and make judgements/draw conclusions - including ability to respond to unexpected demands
  • oAbility to work independently and make autonomous decisions
  • oStrong communication skills both written and verbal - able to provide and receive highly complex, sensitive information and use persuasion, influencing and negotiation with individuals and groups including stakeholders
  • oAbility to embrace, lead and drive change
  • oAbility to organise and prioritise own workload and direct the work others and adjust plans as required both in the short and long term
  • oAble to work flexibly to meet the demands of the role
  • oDemonstrates a strong desire to improve performance and services

Any attachments will be accessible after you click to apply.


Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert