Service Desk Manager

An opportunity for a Service Desk Manager has arisen to join the End User Computing team at Cwm Taf Morgannwg University Health Board, based at Williamstown, with a need to also work at other locations across the organisation as and when required. You will provide Service Desk Managerial Leadership to Service Desk Support staff who support clinical and non clinical users across the healthboard. The candidate will require managerial experience, technical experience, the experience of central configuration and experience of supporting users with applications and devices. You must demonstrate experience working within ICT within your application which is essential for this role. The role sits within the wider End User Computing Team, which currently includes, Microsoft 365, EndPoint Management, Mobilisation, Capital Rollouts, Service Desk and Desktop Support. The team supports a wide array of technologies and is filled with hard working, highly skilled staff. Through this team, the post holders get exposure to new technologies and training through work experience to enable future progression and development in the Digital space. Hybrid working is available where the service needs allow.Main duties of the jobTo support ongoing developments with ICT infrastructure, the CTM End User Computing Team is looking to appoint a Service Desk Manager. This appointment will support on the Service Desk support of the End User Computing function and will lead a team of Service Desk staff. The Service Desk Manager position has specific responsibility for leading the Service Desk Team, providing technical support and escalation response resolution to issues and requests raised from the supported user base. The post holder will need to be technically astute across multiple domains but will also need complimenting with a range of customer service skills and the ability to provide leadership to a team of Service Desk staff. The post holder will ensure that all IT users, new and existing IT systems, and the associated computer hardware, are adequately supported ensuring the incident, problem, and change management processes are embedded in the functioning of the department. To deputise for the Head of End User Computing and/or the Head of Service Management, within the areas covered by the role profile, during periods of absence. The ability to speak Welsh is desirable for this post Welsh and/or English speakers are equally welcome to apply.About usCwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf. We live by our core values:
We listen, learn and improve We treat everyone with respect We all work together as one team
We are a proud local employer around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.Job descriptionJob responsibilitiesThe post holder will:
Review and report Open and closed calls on a daily basis. Review backlog of calls and liaise with teams to work and close incidents and requests. Provide support for service outages and major service incidents. Provide weekly reports on service issues to the Head of End User Computing and Head of Service Management. Communicate and liaise with ICT staff on daily announcements around ICT Service. Manage all aspects of the service desk staff, including planning, co-ordinating and motivating staff, managing annual leave and sickness and creating a culture of customer service, including the motivation and training of staff in the best customer-care practice. Ensuring that all members of staff can develop to their potential and exercise their responsibilities effectively through the use of PDRs and KSF. Manage the development and implementation of new, and propose changes to existing, policies and procedures, relating to the defined remit of the post. Ensure that appropriate documentation is available and that reports can be created as required for audit purposes. Support all other areas of ICT where appropriate. Ensure smooth transition of new equipment from implementation to support. Assist in the development of the ICT Operational Plans and Digital strategy ensuring appropriateness to the UHBs requirements concerning all aspects of the desktop environment. Contribute to the UHBs strategic direction for the Service Desk during reviews of the Digital strategy or local development plans. Use ITIL methodology concerning their area of responsibility. Assist and support in maintaining a Continuous Service Improvement Programme for the Service Desk function.
Participate and attend appropriate national committees/meetings as required to ensure the UHB is fully represented.
This post requires an ability to analyse complex Digital issues, often within the context of wider corporate issues e.g. limited staff or financial resources, local/national strategies and immediate priorities, effectively communicating the outcome to a wider audience of non-Digital managers and staff. There is a close and complex link between the commercial systems suppliers, equipment suppliers, other NHS Boards/Trusts and the DHCW. This post requires excellent communication and negotiation skills to ensure the appropriate outcomes. Internally there is a requirement to liaise with other sections of the ICT Department concerning the following:
In house and hosted systems. Data communications issues. Voice communications issues. Server issues. Security, Data protection and NHS code of connection. DHCW.
The post holder will ensure that there is an overall view on what work the department is undertaking, which requires communication of often complex information, and negotiating appropriate prioritisation and planned outcomes with a multi-disciplinary approach. You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.Person SpecificationQualificationsEssential
Relevant Degree or equivalent experience, skills and knowledge with evidence of relevant specialist knowledge to the equivalent of postgraduate Diploma level, acquired through training and experience. ITIL 3/4 foundation. Broad ICT Technical awareness. Evidence of specialist knowledge of service operations. Excellent understanding of Service desk/operations best practices and terminology. Evidence of Continued Professional Development.
Desirable
ITIL3 Intermediate Service Operations or ITIL4 Specialist certification. SDI Service Desk Manager certification. Relevant Microsoft qualifications and/or training. Leadership/Management qualification.
ExperienceEssential
Able to demonstrate significant Service Desk Team Leader/Senior Engineer experience. Development of policy and procedures in a complex environment. Presenting and preparing reports to senior management. Managing a team of technical staff. Confidentiality and other policies affecting confidentiality. Experience in business analysis, requirements gathering and digital transformation.
Desirable
Experience in ICT service provider in a healthcare setting. Wide-ranging experience in ICT and service operations principles. Experience in chairing meetings.
Personal QualitiesEssential
Competent in the management of staff. Be comfortable working with all levels of the organisation. Self-starter, ability to work comfortably within resource constraints and deadlines.
Desirable
Able to meet the physical demands of the role, particularly In relation to the installation of equipment. Regular use of a VDU. Able to travel around Cwm Taf Morgannwg sites in a timely manner and often at short notice.
OtherEssential
Work flexibly to meet the demands of the department and the service. Participate in the on-call rota.
SkillsEssential
Act as an ambassador for the department in general. Ability to work on own initiative. Ability to demonstrate a high level of interpersonal skills, demonstrating negotiation and influencing. Ability to deal with difficult, contentious situations.
Desirable
The ability to speak or learn Welsh to a satisfactory level. Application of Service Operations in a healthcare environment.
Employer detailsEmployer nameCwm Taf Morgannwg University Health BoardAddressWilliamstown Information Hub Dinas Isaf West Industrial Estate Tonypandy CF40 1AGAny attachments will be accessible after you click to apply. 110-AC145-#####
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