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IM&T Customer Support Lead

London Ambulance Service NHS Trust
£51,488 to £57,802 Per annum inclusive of HCAS
Closing date
17 Jul 2024

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Other Health Profession
Band 7
Contract Type
Full Time
If you have a background in leading teams, supporting end users, have great organisational skills and enjoy helping others, this could be the role for you.

You will be responsible for the build, deployment and implementation and support of end user equipment and software as well as having accountability for managing Incidents.

Working as part as the Customer Support Team, you will lead a team of service desk analysts and site engineers to deliver quality support to Operational and Corporate staff across our Trust.

The role is shift based covering 0730-2000 across 7 days a week including bank holidays and weekends.

In the Supporting Information Section, please demonstrate how you meet the essential criteria of the role.

Main duties of the job

  • Responsible for the 1st and 2nd line support of all Customer Support Services across theTrust.
  • Responsible for the provision of an effective and evolving IT Service Monitoring Service.
  • Ensures user service levels are met, including telephony and tickets service levels.
  • Act as Service Owner for the Customer Support Service and IT Service Monitoring Service.
  • Accountable for the Customer Support Team including the line-management of resources.
  • Responsible for ensuring services meet agreed service levels, legislative and regulatory compliance requirements.
  • Responsible for supporting silent running of IM& T operations by adopting proactive service management practices and standards set by IT Service Management.
  • Manage on call incident management (in and out of hours).
  • Responsible for the investigation and resolution of operational incidents and problems relating to the End User Services through 2nd line support.
  • Ensuring the IT services in their area are always fully available and operating at optimal performance levels, and that appropriate arrangements are implemented to manage and maintain the 24/7 x 365 operational requirements of the LAS.
  • Accountable for the achievement of Service Level Targets associated with Incidents and Service Request management for Customer Support Services.
  • To act as a point of escalation for service users and to liaise with 3rd level teams to ensure timely and appropriate resolutions.

About us

London Ambulance Service NHS Trust is the biggest and busiest emergency ambulance service in the UK with over 5,500 staff who work across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations.

As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital.

Job description

Job responsibilities

  • Responsible for development and maintenance of the Customer Support and IT Service Monitoring Services.
  • Conduct regular service performance reporting.
  • Present, interpret and explain complicated Customer Support Service and IT Service
  • Monitoring Service information to large groups at meetings, to influence understanding and change.
  • Provide day-to-day line management for the Customer Support Team including recruitment,appraisals, performance management, career development and training, welfare, grievanceand disciplinary issues.
  • Plan, prioritise and manage the workload of the Team to set targets, provide direction, guidance and advice.
  • Responsibility for reviewing, management and authorisation of staff timesheets in additionto day to day management of the team including holiday and sickness management.
  • Perform resource planning activities within their team and ensure these support the needsof other area within IM& T i.e. projects
  • Amend plans and re-prioritise tasks to meet changing demands and co-ordinate numeroustasks and activities at any one time.
Applicants are advised to read all the information enclosed in the advert and the supporting information before completing and submitting an application. We reserve the right to close the application window early if we receive a high volume of suitable applications.
Please refer to attached JD.

Person Specification

Qualifications, Accreditations, Education


  • Educated to degree level in a IT related subject or equivalent experience
  • Formal Industry certification is preferred e.g. CCNA, CCIE, MCSE, ITIL, PRINCE2, vendor accredited licence management qualifications, etc.



  • Previous experience within a Service Management environment delivering IT services
  • Leading and managing teams
  • Hands on experience of managing critical incidents and user escalations

Knowledge and Skills


  • Previous experience within a Service Management environment delivering IT services
  • Experience of Leading and managing teams
  • Hands on experience of managing critical incidents and user escalations
  • Experience in Performance Management
  • Sets performance objectives, and monitors progress against agreed quality and performance criteria
  • Ability to process highly complex data and / or sensitive nature tactfully and professionally
  • Hands on experience of managing multiple incidents and user escalations
  • Preparing and writing reports

Employer details

Employer name

London Ambulance Service NHS Trust


IM& T Customer Support Team - HQ Waterloo




Any attachments will be accessible after you click to apply.


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