Service Desk Team Leader

This Service Desk Team Leader role will be a great opportunity to get involved in a very busy program of works set out by our Digital Data Technology & Transformation (DDaTT) directorate.

Led by the organisation's Chief Information Officer, DDaTT is an exciting high-performing function with a challenging programme of work and a department structure aimed at progression, development and high operational and strategic outputs.

As part of that programme of work, DDaTT is delivering projects and services to improve the way the organisation operates and handles its information. To support this goal, the Service Desk Team Leader is responsible for the provision of a highly professional customer service focused service that meets and maintains defined operational standards.

Team Background

Working closely with the Service Desk Manager, the Service Desk Team Leader will be responsible for 1st & 2nd line technical and administrative support teams.

Main Duties of the Job

Reporting to the Service Desk Manager, the Service Desk Team Leader will support in the provision of a high performing, customer-focused service that meets or exceeds defined operational standards.

As a Team Leader, you must be able to communicate with staff at all levels, maintaining excellent working relationships and focusing on minimising the impact of problems that have the potential of affecting a service.

Work closely with the Service Improvement team to implement improved processes and procedures and identify training needs for the service desk staff. Ensure logging and responding to service desk requests, incidents, problems, and changes are carried out within agreed service level agreements.

About Us

NHS Resolution is an Arms Length Body of the Department of Health & Social Care. As a not-for-profit part of the NHS, our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement, and preserve resources for patients. We have four key service areas:

1. Claims Management: delivering expertise in handling clinical and non-clinical claims to members of our Indemnity Schemes.
2. Practitioner Performance Advice: providing advice, support and interventions in relation to concerns about the individual performance of Doctors, Dentists, and Pharmacists.
3. Primary Care Appeals: offering an impartial tribunal service for the fair handling of Primary Care contracting services.
4. Safety and Learning: supporting the NHS to better understand and learn from claims, concerns, and disputes; to target safety activity while sharing learning across the NHS.

What Do We Have to Offer?

At NHS Resolution, we strive to be an employer of choice. Some of the benefits we offer include access to the NHS Pension Scheme and a minimum of 27 days Annual Leave. We are also committed to supporting individuals in having a work and life balance, offering flexible working arrangements. Furthermore, we can offer a chance to gain extra skills and training and with regular reviews and a clear plan, all employees can develop to their full potential.

Job Responsibilities

Please ensure that you carefully read the job description attached in supporting documentation and that you address each of the requirements of the post in the person specification in your supporting statement sections as your application will be assessed against these criteria.

Your online application and supporting statement should relate to the specific position you are applying for and you are expected to highlight examples and achievements that demonstrate the competencies outlined in the job description and from the vacancy notice in your application form. Try to keep it structured and to the point.

Application Process

Please note that we do not accept CVs, therefore your application must be via the NHS Jobs online application form.

We communicate with our candidates via phone and email, please ensure you have added the mobile phone number and your personal email address in the contact fields on application. Some communications about your application and invitation to interviews for this vacancy may be done via NHS Jobs therefore please check your NHS Jobs account for any communication as well. Unsuccessful applicants will be notified via NHS Jobs of the outcome of their applications.

We are a Disability Confident Leader at level 3 of the Disability Confident scheme. Any applicant with a disability who meets the minimum specification for the post as set out in the person specification is guaranteed an interview.

Person Specification

Experience

• Previous supervision or line management experience
• Previous experience in the management and control of critical daily processes
• Previous experience of influencing, persuading, negotiating and prioritising multiple concurrent tasks
• Previous experience in 2nd line service desk/technical support

Qualifications

• Computer science/information management and technology degree at Masters level, or equivalent relevant experience, knowledge, and expertise.
• Microsoft Certified Engineer or equivalent
• ITIL Certified or equivalent
• End user cloud computing experience
• Understanding of ISO 27001

Skills and Abilities

• Ability to communicate effectively with staff at all levels of the organisation and external stakeholders, both verbally and via written media
• Ability to work autonomously, to plan, organise and prioritise own workload
• Sound analytical reasoning, effective decision-making skills and an ability to identify and manage risks
• Excellent team working skills
• Specialist knowledge and understanding of IT technologies, O365 packages, NHS mail, incident and problem management, technical documentation, ITSM tools.

£46,148 to £52,809 a year plus HCAS (London based only)