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Service Desk Team Leader

Sheffield Health & Social Care NHS Foundation Trust
£28,407 to £34,581 a year N/A
Closing date
21 May 2024

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Other Health Profession
Band 5
Contract Type
Full Time
This is a technical position required to provide first and second line technical support with the knowledge and skills to provide first-time-fix call resolution. It will also be responsible for the continuity of service provision by co-ordination of day-to-day activities of IT Service Desk Technicians.

The post holder will manage rotas and take responsibility for incident and call management processes. They will act as a point of escalation for the IT Service Desk Technicians and also deal with any customer service issues that may arise. They will co-ordinate all general administration activities such as updating, maintaining and the development of the IT Service Management Toolset (Sunrise). This includes the Service Catalogue, the Configuration Management Database (CMDB) and service documentation, i.e. triage scripts, Standard Operating Procedures (SOPs) and general support documentation.

They will ensure incidents are resolved within the priority time assigned. Finally they will be responsible for the correct recording of information relating to incidents and service requests and will ensure that information is cascaded and escalated where appropriate.

Main duties of the job

Ensure the Service Management Toolset (Sunrise) is used to record all incidents and service requests accurately and effectively. This includes quality control of all recorded incidents reported by telephone, email and the self service portal. Ensure the continuity of service provision by coordinating cover and rotas by maintaining agreed minimum staffing levels. Prioritise tasks and workload depending on the demands of the service with frontline call management always taking priority. Operate the departmental Incident Management process when dealing with incidents reported to the Service Desk. Act as incident manager for the Service Desk function ensuring any urgent or clinically impactful calls are effectively and efficiently. Ensure the provision of 1st and 2nd level triage of incidents in order to diagnose and resolve where possible the cause of the incident. Ensure the use of strong technical diagnostic and problem solving skills to maximising first line resolution of Service Desk enquiries. Ensure all administration activities such as updating, maintaining and development of the IT Service Management Toolset (Sunrise) to include: Service Catalogue CMDB, and service documentation, i.e. triage scripts, Standard Operating Procedures (SOPs), general support documentation and contribution to the knowledge base is carried out by all members of the team.

About us

The role will involve dealing with a high volume of interactions with all stakeholders. The post holder will need to be accurate, pro-active, able to work as part of a team and resolve problems that occur.

The Digital IT Service Desk provides 1st and 2nd line services to the trusts 3000+ users. These can range from software to hardware requests. The operating hours for the department are from 08:30 - 17:00 Monday to Thursday and 08:30 - 16:30 on a Friday.

Job description

Job responsibilities

To manage the provision of a responsive and customer focused front line Service Desk team for all users of the Trusts Information, Management Systems and Technology services.

To be responsible for the operational delivery and continuing service improvement of, high quality customer services, operating within agreed service levels, whilst providing excellent value for money.

Applying management and technology skills to ensure the department staff, tools and processes, evolve to meet the changing business needs of the Trust.

Person Specification



  • 3 years experience of working in an IT support experience
  • Configuration/development experience of Sunrise ITSM
  • Customer service and IT Support experience
  • Manage IT Major Incident processes


  • Experience of using Contact Centre call management Toolset
  • Awareness of the Transformation Through Technology Programme



  • Managing people with differing attitudes and behaviours
  • Demonstrates an analytical and logical approach to problem solving
  • Ability to react quickly to challenging situations


  • oTo develop and maintain policies and standard operating procedures and to ensure processes are fully documented



  • GCSE English and Maths Garde (A-C) or Equivalent
  • ITIL v3


  • Further ITIL Qualifications

Employer details

Employer name

Sheffield Health and Social Care NHS Foundation Trust


Wardsend Road North

45 Wardsend Rd N


S6 1LX

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