Digital Service Desk Manager FTC
Coventry and Warwickshire Partnership Trust provides a full range of expanding physical, mental health and learning disability services to children, young adults, adults and older adults over many sites across Coventry, Warwickshire and Solihull.
Services are provided to a population of over one million people living in Coventry and Warwickshire and also a wider geographical area in some of our specialist services
‘We recognise the benefits of flexible working and support applications wherever possible. If you would like to work flexibly please ask the recruiting manager for more information.’
Armed Forces Community welcome to apply.
PLEASE NOTE that this vacancy can be closed as soon as sufficient applications are received. Staff at risk within the Trust will be given priority.
Please check your emails, including junk and spam folders, regularly throughout the process of your application for any notifications from the Recruitment Team. If you have any queries regarding your application please phone the Partnership Trust Recruitment Department.
Candidate Information Pack - final version - digital (canva.com)
Job overview
A dynamic and pivotal role has arisen within our Digital Team to lead and develop a talented service desk team to assist with the implementation of the new Electronic Patient Record (EPR) system . This will be an ideal opportunity to shape our service delivery and make a real impact on user experience.The role is expected to work across all the stages of the ITIL Service Lifecycle involving Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Main duties of the job
Main duties will be:
- Delivery of a customer focused Digital Service Desk for all service users
- Manage a team of IT Engineers and Service Desk agents including their workload.
- Manage incidents and service requests using ITIL processes and ITSM tools.
- Ongoing development of staff and processes
- Continual service improvement within the Service Desk using performance reports, audits and service feedback.
- To work and collaborate with other Digital staff to ensure the smooth operation of the delivery and consumption of Digital services.
- To engage with clinical and non-clinical staff around the requirements or issues concerning Digital services.
- Align Service Desk Operations and its objectives with Digital’s Service Design specifications and the Digital Strategy
- To assist the IT Front Office Manager in delivering End User Compute services and access to clinical and non-clinical systems to all service users
Working for our organisation
At Coventry and Warwickshire Partnership NHS Trust (CWPT), we deliver a wide range of physical, mental health, learning disability and autism services, and are proud to serve communities across Coventry, Warwickshire and beyond.
We put ‘people at our heart’; this ethos is at the centre of everything we do and how we do it. We care for our staff and colleagues as much as they care for others and offer a wide range of benefits and development opportunities.- generous annual leave entitlement which increases during your time with us
- excellent learning and development opportunities, including apprenticeship frameworks, distance learning, internal training, coaching and mentoring, and much more
- salary sacrifice schemes for lease car/ vehicle, Cycle to Work, home and electronics, gym membership and more
- discounts with a range of retailers, restaurants and entertainment venues through our Employee Assistance Programme and NHS discount schemes
- wellbeing support, including an in-house counselling service, external helpline and more
- staff networks and support group
We’re always on the lookout for people who share our passion for improving the lives and wellbeing of people in our community, as well as our values of compassion, collaboration, excellence, integrity and respect.
Detailed job description and main responsibilities
Key responsibilities will include:
Team Leadership & Development:- Directly manage, mentor, and motivate a team of service desk analysts.
- Conduct regular performance reviews, identify training needs, and foster a culture of continuous improvement.
- Manage team schedules and ensure adequate coverage to meet service level agreements (SLAs).
- Oversee the efficient and effective resolution of Digital related incidents and service requests.
- Monitor and analyse service desk performance metrics (e.g., first-call resolution, response times, customer satisfaction) and implement improvements.
- Ensure adherence to ITIL best practices and internal processes.
- Act as an escalation point for complex or critical issues.
- Build and maintain strong relationships with internal stakeholders across different departments.
- Communicate effectively with users regarding incident status and service updates.
- Gather feedback to identify areas for service improvement.
- Develop, maintain, and improve service desk processes and procedures.
- Ensure comprehensive and up-to-date knowledge base documentation.
- Contribute to the development and implementation of IT policies and strategies.
- Working towards achieving the Service Desk Certificate (SDC) accreditation
- Generate regular reports on service desk performance and trends.
- Identify and analyse root causes of recurring issues and recommend solutions.
- Provide insights and recommendations to IT management.
- Proven experience in managing and leading a service desk team in a fast-paced environment.
- Strong understanding of ITIL framework and its practical application.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional communication (both written and verbal) and interpersonal skills.
- Experience with service desk ticketing systems.
- Demonstrated ability to drive process improvement and enhance customer satisfaction.
- Strong organisational and time management skills with the ability to prioritise effectively.
Person specification
Qualifications
Essential criteria- Relevant Masters Degree or equivalent level of experience in IT
- ITIL V3/V4 – Foundation
Experience
Essential criteria- Demonstratable experience with IT Service Management
- Demonstratable experience with IT Incident Management, Service, Request and Problem Management process
- Demonstratable experience with Audit Management
- Demonstratable experience of managing a team
Other
Essential criteria- Car owner/driver
The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is mandatory requirement for all newly appointed staff to be registered with the Disclosure and Barring Service (DBS) Update Service.
The Trust is committed to Equal Opportunities and welcomes applications regardless of age, gender, race, disability or sexual orientation. Guidance and criteria on the filtering criminal cautions and convictions can be found on the Disclosure and Barring Service website.
For more information on how our Trusts handles your data please view the 'Privacy Notice - Staff - V1.0 May 2018.pdf' at https://www.covwarkpt.nhs.uk/privacy