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ITSM Team Leader

Northumbria Healthcare NHS Foundation Trust
Seaton Delaval, Whitley Bay
£35,392 to £42,618 per annum
Closing date
27 Jun 2024

View more

Other Health Profession
Band 6
Contract Type
Full Time
The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA).

Main duties of the job

Northumbria Healthcare NHS FT provides health and social care services in Primary care, Acute hospitals, Community hospitals and services and adult Social care (PACS) through the 10000 employed staff. Northumbria Healthcare's Digital Services team provide all of the technology and technical development to assist in the current electronic systems andthe development and delivery of the drive to be paper free at the point of care.

The post holder will ensure that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreement (SLA)

About us

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read 'applicant guidance notes' before submitting your application.

Job description

Job responsibilities

Lead and manage the Service Desk team, ensuring the delivery of high-quality IT services in line with NHS standards and best practices. Provide effective line management and leadership to the Service Desk team, overseeing their day-to-day operations, and ensuring timely incident resolution, problem management, and service request fulfilment. Foster a customer-centric culture within the team, promoting excellent customer service, efficient communication, and a positive user experience. Collaborate with stakeholders, including IT teams, business units, and end-users, to understand their IT service needs and ensure effective coordination, communication, and alignment of services. Monitor and report on the performance of the Service Desk team, leveraging key performance indicators (KPIs) and metrics to identify areas for improvement and ensure continuous service enhancement To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working and collaboration within teams / departments and across organisational boundaries.

Person Specification



  • Educated to degree level or equivalent experience, demonstrable in team management plus additional expert specialist knowledge in ITSM and ITIL methodology.


  • Project management methodology



  • Significant experience in an ITSM leadership or managerial role
  • Proven experience in managing and leading a team within an ITSM environment.
  • Demonstrable experience in implementing and managing ITSM processes like Incident Management, Problem Management, Change Management, and Service Request Management.
  • n-depth knowledge of ITSM best practices, preferably demonstrated by ITIL certification.
  • Strong understanding of IT service management processes, including but not limited to incident management, problem management, change management, and service request management

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust


Northumbria Healthcare Manufacturing and Innovation Hub

Avenue Road

Seaton Delaval, Whitley Bay

NE25 0QJ

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