Service Desk Manager

South Western Ambulance Service NHS Foundation Trust

Reporting directly to the ICT Services Manager, the post holder will be part of the technical IT team. The post holder is responsible for managing the Trust's Customer Service Analysts and the service they provide in both Exeter and Bristol; regular travel between sites will be expected.

The Service Desk Manager is an experienced manager whose expertise is in providing a customer-focused Service Desk service using various channels of communication with their customers in a very busy and challenging environment.

The Service Desk Manager will manage the full life cycle of all Service Desk related Incidents, Problems, and Changes in accordance with the Information Technology Infrastructure Library (ITIL) v4 standard.

Main duties of the job

Responsible for providing a customer-focused Service Desk service for Trust-wide IT Incidents, Service Requests, Problems, and Changes in accordance with the Information Technology Infrastructure Library (ITIL) v4 standard. Ensuring that all Service Desk Analysts log all work undertaken in the appropriate system, to the appropriate quality standard in accordance with agreed timescales.

Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) will define the expected level of service the Service Desk Manager will be expected to achieve, supported by regular customer satisfaction questionnaires and internal audits to review the overall quality of the service being provided.

The Service Desk Manager will manage their team's activities via real-time wallboards and queue management reports. Each week and month, the Service Desk Manager will use a range of historic reports to ensure adherence to SLAs, KPIs, and service quality. For example, drawing information from different sources and reports, some of which may be in different formats, using qualitative and quantitative data to draw a range of conclusions for performance, SLA, and KPI adherence. Interpret results, make judgements in areas of performance, process, and service improvement. Devise strategies to implement improved ways of working and address underperformance issues. Deliver tangible results to the Trust for IT service and quality.

About us

Working for us is an experience like no other. We provide emergency and urgent care, 24 hours a day, 365 days a year, operating across the largest ambulance region in England and responding to an average of 2,650 incidents every day.

We remain committed to ensuring that we provide the best possible care for all our patients, which is reflected in our new five-year strategy that has continually improving patient care at its very core.

The role is based in Exeter, one of the most vibrant, attractive, and historically interesting cities in England, with excellent transport links and a great mix of independent shops, cafes, and bars.

If you embody our values of one team, compassionate, and innovative and are looking to make a real difference to people's lives, then we would love to hear from you.

In return, we will equip you with the skills and resources you need to thrive in your role.

You will have opportunities to progress to roles across the Trust and enjoy continuous professional development.

• A standard working week of 37.5 hours
• Holiday entitlements of 27 days per year, plus general and public holidays, rising to 29 days after 5 years and 33 days after 10 years
• Pay enhancements for out-of-hours, shift, and overtime working
• Career and salary progression
• Car leasing scheme
• Free parking across Trust sites
• Staff networks
• Wide range of discounts from various organisations across the UK

Job responsibilities

For further information about this role please see the attached job description and person specification.

Person Specification

Education and qualifications

• HNC, foundation degree, or equivalent vocational qualification.
• Five GCSEs or equivalent, including English & Mathematics
• Current UK driving licence with no more than 6 points.
• ITIL Foundation and/or ITIL Practitioner certificate
• Holds a relevant 2.2 (or above) IT Science related degree and/or holds a current MCSE qualification.
• Prince2 qualification or other recognised project management qualification or equivalent experience.

Previous experience (Paid/ Unpaid relevant to job)

• Previous sector experience or mid to large scale public or private sector experience in a similar role.
• Significant experience of managing teams in an IT 1st or 2nd line support team.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

South Western Ambulance Service NHS Foundation Trust

Address

Trust HQ or Bristol St James