Job summary
- Main area
- Service Desk
- Grade
- NHS AfC: Band 8a
- Contract
- Fixed term: 12 months (Maternity Cover)
- Hours
- Full time
- Home or remote working
- Job ref
- 880-6364967
- Employer
- Arden and GEM Commissioning Support Unit
- Employer type
- NHS
- Site
- St Johns House
- Town
- Leicester
- Salary
- £50,952 - £57,349 per annum
- Salary period
- Yearly
- Closing
- Today at 23:59
Employer heading
Operation Service Desk Manager
NHS AfC: Band 8a
Arden & GEM is a leading Commissioning Support Unit (CSU) working across the health and care system in England to provide transformational solutions, business support and clinical services. We work in partnership with other health and care organisations to design, develop and deliver better care for patients that improves health outcomes while making efficient use of resources. Regardless of function, specialism, or location, we are all united in our commitment to improving health and wellbeing for everyone.
Our services are built on a strong foundation of experienced people who build great relationships, a commitment to NHS values and a thorough understanding of our clients and the challenges they face.
Arden & GEM CSU is committed to supporting the redeployment of our at risk employees. In line with our policy, staff at risk may be given preferential consideration to posts that could be considered suitable alternative employment. We reserve the right to close, delay or remove adverts while this process is completed. We apologise if you experience a delay in the shortlisting stage of the recruitment cycle.
Job overview
We are looking for someone who is highly motivated and who can make a high impact to our Service Desk. We are lucky that we have very competent staff already in place but now require an Operational Service Desk manager to provide maternity cover for 12 months.
The Operational Service Desk manager will act as a main lead for the SART (Systems, Application and Reporting) Service Desk managing a multi-skilled team with geographical challenges and will work as part of the management team within the service alongside the Head of Systems, Business Analyst Lead, Reporting Solutions Architect and Senior Team Managers.
This role will be expected to devise, operate and manage within Service Level Agreements/Operational Level Agreement standards expected by customers for the Service Desk function.
The role is expected to work across all stages of Service Lifecycle:
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Main duties of the job
As the Operational Service Desk Manager, you will:
- Manage the Service desk team and provide leadership to the Service Desk team from both a technical escalation point for direct reports and a management escalation point for strategic and operational decisions.
- Be responsible for oversight of Problem management, developing processes/Standard Operation Procedures to manage customer expectation in the investigation, communication and resolution.
- Have oversight of customer complaints/queries and identify and implement operational improvements within the team and service.
- Ensure a high quality service in every aspect of the service
- Be responsible for the audit and monitoring of Standard Operation Procedures, User Guides, identifying service improvements to improve quality and the attainment of KPIs.
Working for our organisation
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services.
Only applicants with the right to work in the UK need apply.
Detailed job description and main responsibilities
Full vacancy details can be found in the attached Job Description / Person Specification.
Please refer to your suitability to the post in your supporting information from the role requirements or person specification.
Person specification
Person Specification
Essential criteria
- Educated to Degree level in relevant subject or equivalent level of qualification
- Demonstrated experience of managing change in complex and challenging environments
- Significant experience of managing staff including through formal HR processes including absence, performance, disciplinary and grievance.
- Significant experience of working at a similar level in specialist area
- Experience of setting up and implementing internal processes and procedures.
- Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales
Desirable criteria
- ITIL trained
- Demonstrated experience in a Healthcare environment
- Comprehensive knowledge of change management techniques and tools
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Shehnaz Devji
- Job title
- Head of Systems, Application and Reporting
- Email address
- [email protected]
- Telephone number
- 07799 864876
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