An exciting opportunity has opened up for a Service Desk Manager to join us.

Your primary responsibility will be to minimise the amount of lost clinical and operational time resulting from issues related to users' access to IT services, systems, and equipment. Your focus will be on ensuring that colleagues' requests, whether for system access or equipment, are promptly fulfilled, and that any disruptions are swiftly addressed to minimise downtime. This entails managing day-to-day operations, resolving incidents, and providing escalated technical support when needed.

The role encompasses involvement across all stages of the Service Lifecycle, which includes:

Service Design

Service Transition

Service Operation

Continual Service Improvement

This comprehensive approach ensures a holistic perspective and active participation in every aspect of service delivery, from initial design through ongoing operation and improvement.

You will lead your team in analysing the type, frequency, and nature of demand, as well as assessing the effectiveness of our responses. By leveraging this information, you'll guide your team in improving the user experience of IT services by addressing any barriers to excellent performance. Your leadership will play a crucial role in ensuring seamless access to resources and enhancing overall operational efficiency.

Main duties of the job

Professional Duties

Manage a team within one of the NCA's specialist areas, providing technical and leadership support.

Motivate staff within the department to adopt new systems and procedures.

Undertake all duties involved in the line management of staff.

To lead on providing an efficient high qualityDigital support service to the users of the Trust's PC's and corporate computer systems.

Ensure allmembers of the post holder's team have an up-to-date PDR and training plan, and that they are reviewed and updated regularly with the staff members.

Toact as a point of technical escalation for Digital staff, including the resolution of complex issues.

To assist otherDigital staff in their duties, when requested to do so.

Specialist knowledge and experience of working within an enterprise IT environment and have the specialist knowledge to manage a team.

Works to agreed objectives, freedom to achieve this on their own, within existing guidelines and policies.

Won't require managerial approval, except when they need to go beyond agreed objective boundaries or where this will impact those outside of their team.

About us

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care , appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

Job description

Job responsibilities

To read more information about the advertised role, and the main job duties/responsibilities please open the Job Description and Person Specification located under the supporting documents heading. You can also read more information about working at the Northern Care Alliance within the attached Candidate Information Pack or by visiting our careers website: www.careers.northerncarealliance.nhs.uk

Person Specification

Qualifications

Essential

• Degree, Post Graduate Diploma or equivalent management experience.
• Relevant management qualification (e.g. ILM / Leadership Qualification) or equivalent knowledge, skills and experience
• Evidence of continued professional development

Desirable

• ITIL Qualification

Knowledge, Training and Experience

Essential

• Able to identify and resolve complex issues and problems across a broad range of IT solutions to an advanced level.
• Significant relevant experience gained in a high-pressure IT Support environment.
• Proven ability to develop and deliver strategic plans.

Skills and Abilities

Essential

• Ability to coach and mentor staff to develop their technical skills and experience.
• Able to work on own initiative.
• Excellent interpersonal skills able to engage and build effective relationships at all levels in stakeholder organisations.
• Ability to present to large groups of people.
• Is self-motivated and able to motivate others in the team.

Employer details

Employer name

Northern Care Alliance NHS Foundation Trust

Address

The Royal Oldham Hospital

Rochdale Road

Oldham

OL1 2JH

Any attachments will be accessible after you click to apply.

236-NCA-AC388-24-A