GP IT Service Desk Manager

Location

Bolton, Greater Manchester | United Kingdom

Job description

Based at the Bolton Hospital site, you will provide and manage Digital Support services to 1,300 CCG and GP users over 49 sites in a high-pressure environment. With a wide range of technical infrastructure, it can provide a comprehensive and structured career path and allows you to get exposure to many advanced technologies. It is an exciting time for the Bolton healthcare economy with investment and development of the IT Infrastructure of which this role will be a key part. Previous applicants need not apply.

• Management responsibility for the Service Desk Team.
• Manage the day-to-day relationship with the users of IT systems within the CCG and GP community
• Monitor and manage user email requests and customer survey satisfaction email responses
• Line manage the Service Desk Operatives and Technical Support engineers providing call handling management, first and second line technical support. Responsible to empower, coach and motivate the team to deliver service. Performance management and supervision of the team ensuring professional development of their role to improve service provision to clients and to enable the organisation to reach its vision and targets.
• Implement, document and review procedures and processes to improve the service desk functionality which impact across or within services outside of the Service Desk and make available in an accessible central repository
• Promote, champion and drive the use of ITIL best practices across the team
• Promote and champion the use of industry best practices in the fields of service desk support and customer service
• Ensure compliance with the service delivery requirements outlined in theSecuring Excellence in GP IT Services (2016-18 Operating Model)
• Be a proactive, supportive and forward thinking member of the IT Services management team
• Lead a team responsible for service operations and support of the Service Desk function, including day to day monitoring, management and support
An exciting opportunity has arisen for a dynamic individual who is keen to be at the forefront of IT innovation within the NHS. You will be part of a dedicated, hardworking team delivering first point of contact for all Bolton GP and CCG IT issues and queries, providing excellent customer services and first time fixes.
• Management responsibility for the Service Desk Team and Technical Support
• Manage the day-to-day relationship with the users of IT systems within the CCG and GP community
• Monitor and manage user email requests and customer survey satisfaction email responses
• Line manage the Service Desk Operatives and Technical Support engineers providing call handling management, first and second line technical support. Responsible to empower, coach and motivate the team to deliver service. Performance management and supervision of the team ensuring professional development of their role to improve service provision to clients and to enable the organisation to reach its vision and targets.
• Implement, document and review procedures and processes to improve the service desk functionality which impact across or within services outside of the Service Desk and make available in an accessible central repository

Job tags

Salary