Digital Services Service Desk Team Supervisor | South and Maudsley NHS Foundation Trust

An exciting opportunity has arisen for an experienced Service Desk Team Supervisor to work in the Service Desk team which is part of the Digital Services Service Delivery function.

This post requires a high level of discretion, the ability to work unsupervised and a proactive approach. The post holder will deputise for the IT Service Delivery Manager in their absence on matters concerning the IT Service Desk Service and will manage day‑to‑day operations for a robust Service Desk service meeting the needs of both internal IT users and external customers, being accountable to the Workspace Manager for the supervision of the Digital Services Service Desk staff and first‑level contact to users of the Trust.

As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 08:00 to 18:00 – you may also be required to work on the out of hours rota, giving you the very best of good work‑life balance.

We are a small dynamic, hardworking team based in the Bromley and Beckenham area.

St Paul’s House, Bromley – a small office located in Bromley within walking distance from Bromley South railway station (Zone 5). Close to the high street and green spaces of Churchill Gardens and Martins Hill Open Space.

• Supervisory responsibility for the Digital Services Service Desk Function
• Appraisals for all Digital Services Service Desk staff
• Manage day‑to‑day relationships and request fulfilment with the users of the Trust.
• Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required.
• Line Management of the IT Service Desk Operatives/Analysts providing call handling management and 1st‑level technical support.
• Provide empowerment, coaching and motivation to the IT Service Desk team, to delivery service.
• Implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.
• Follow the ITIL method of Service Desk to include:
• Single Point of contact (SPOC)
• Single Point of entry
• Single Point of exit
• Easier for customers
• Streamlined communication channel.
• Incident Control:
  Life‑cycle management of all service requests
• Communication: keeping customers informed of progress and advising on workarounds
• Key Performance Indicator (KPI) establishment and reporting
• Supervise the IT Service Desk for day‑to‑day monitoring and KPI reporting.
• Assist in ensuring adherence to process and policies for successful delivery by the team and or for the service.
• Assist in managing asset inventories and its component life cycles.
• Display confidence and provide outstanding service, mentoring team staff and providing advanced troubleshooting as required.
• Assist in the adoption of incident and problem management and to act as the central point‑of‑contact for service escalation, ensuring Workspace Manager is kept informed.
• Ensure adequate and regularly tested continuity plans are available to be used in the event of a disaster.
• Assist other IT Teams as needed in an efficient and effective manner.
• Produce weekly reporting statistics as needed to feed into the IT Operational Meeting.
• Undertake any other reasonable duties as negotiated with the Deputy Director of IT.

• Communicate effectively, both formally and informally with stakeholders across the Trust and external suppliers.
• Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business.
• Negotiate with users, including clinicians and managers.
• Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.

• Motivate IT Service Desk Staff
• Provide training and adherence to policies and procedures.
• Regular supervision 1‑2‑1/team meetings.
• Assist in performance reviews.
• Line Management of the Digital Services Service Desk Team.
• Manage NHSP system for contractual staff in IT Service Desk.
• Responsib…