IT Technical Team Leader (IT Service Desk)

Job overview

Maidstone and Tunbridge Wells NHS Trust provides a comprehensive range of Acute (mainly hospital-based) health services, serving residents of Maidstone, Tunbridge Wells, and surrounding areas including Tonbridge, Sevenoaks and parts of north-east Sussex; and services, such as Oncology and Ophthalmology, across a wider area.

The role will be based at Maidstone Hospital but cross site working will be required.

Main duties of the job

Your duties will include:

• The post holder be responsible for the management of the IT Service Desk
• Day-to-day line management of a team of 1st line engineers
• Ensuring a high level of customer and technical service is consistently delivered by the team
• Measure performance against Key Performance Indicators and make continual improvements to develop the delivery of the service
• Develop and maintain an excellent working relationship with internal second and third line IT support teams as well as external service providers and vendors
• Compliance with operational processes (e.g. Incident Management, Request Management, Major Incident Management).
• Implement necessary changes into BAU as and when required
• Manage the provision and distribution of iPhones, iPads, PCs, Laptops and other IT equipment
• Configuration, deployment and maintenance of desktop PCs, laptops and tablets.
• Configuration, support and maintenance of mobile and audio-visual technology.
• Project work as required.
• Updating of incident and request tickets within the Service Management tool.
• Compliance with operational processes (e.g. Incident Management, Request Management, Major Incident Management).
• Documentation of procedures.
• Travel – you will be required to travel between our three main sites as well as to our satellite sites around Kent and Surrey.

Working for our organisation

MTW is a large acute hospital trust in the south-east of England.

We provide a full range of general hospital services and some aspects of specialist and complex care to around 600,000 people living in west Kent and East Sussex. We have a team of over 8,000 full and part-time staff. We also provide specialist cancer services to around 2 million people across Kent and East Sussex via the Kent Oncology Centre.

In the 2024 NHS staff survey, our employees ranked MTW among the top 10 NHS Trusts nationwide and the second-best Trust to work for in the South East.

Would you like to work flexibly? In the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

Detailed job description and main responsibilities

Once your pre-employment checks have been completed you will be contacted by Recruitment to arrange your start date which will be in line with one of our Corporate Inductions.

We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives and experiences and celebrate the diversity of thought, viewpoints and ideas that will make our Trust the best place to work.

You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)

Interview Date: 5th February 2025

Please note that this role may often attract a high level of applications. Please note this role may close earlier than the original closing date so please ensure you submit your application as soon as possible

Person specification

Qualifications

• Relevant BTEC National or Higher National Diploma, Degree
• Microsoft Certified Desktop Support
• IT Infrastructure Library - Foundation
• Demonstrable Continued Professional Development

• Member of a Professional Body, eg BCS
• MCSE/MCSA

Experience/Knowledge

• Experience at a senior level and as a manager of a Service Desk team
• Demonstrable and extensive experience and knowledge of end user device architectures
• A working knowledge of Airwatch (Workspace One) and the deployment of mobile technologies
• A working knowledge of SCCM/MECM and Intune
• Experience of working in a Microsoft Active Directory environment

• Supported a range of Clinical Applications

Skills

• Ability to advise junior staff when they are faced with a range of complex technical issues and propose interim/ permanent resolution as appropriate
• Ability to explain technical issues in a non-technical way to end users
• Excellent written skills and demonstrable experience of participating in drafting and proofing technical procedures, system documentation and KPI analysis.

In the event that we receive a high volume of applications, we may need to close the application process earlier than planned. To avoid missing out, we encourage you to submit your application as soon as possible.

Please contact the Recruiting Manager for an informal discussion should you have any queries relating to the role for which you are applying.

We are committed to being a diverse employer and strive to reflect everyone in our local communities. We welcome applications from people of diverse backgrounds, perspectives, and experiences and celebrate the diversity of thought, viewpoints, and ideas that will make our Trust the best place to work.

You can find out more here: Access to Work: get support if you have a disability or health condition: What Access to Work is - GOV.UK (www.gov.uk)

Good luck! We look forward to welcoming you to our exceptional team!