Digital Support Services Manager

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Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 - the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as "good" or "outstanding" in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King's College London's GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.

Job overview

LGT IT is seeking a dynamic individual to fill the role of Digital Services Manager. This position involves leading the Desktop Support and related teams, and assisting the Digital Services & Cyber Security Operations Manager in delivering an exceptional service to the end users of the Trust's IT systems across clinical, community, and corporate settings. The ideal candidate will possess postgraduate qualifications in IT and have a substantial, proven track record in staff management in a busy environment.

The post holder will be responsible for the Desktop, laptop and Mobile end user support throughout the Trust. Desktop Engineers and other end user support resources effectively. They will also analyse, report and be responsible for the SLAs associated with end user support throughout the Trust.

A full UK driving licence is essential.

Previous applicants need not apply.

Main duties of the job

• Line manage the reporting staff to provide an efficient desktop and other end user device support services throughout the Trust.
• To act as a central point of information on BAU related queries from users and other Support Staff.
• To liaise with IT Service Desk and develop a meaningful interface between the IT Service and Desktop support.
• Monitor, assign and resolve calls logged on the IT Help Desk System as required.
• To produce required technical documentation. and SOPs.
  To liaise with suppliers ensuring that SLAs are adhered to.
• Manage system performance of all network servers and carry out
  system tuning as appropriate, alerting the senior technical staff to any performance issues.
• To provide support for IT Projects, work closely with Trust and third party project managers and carry out capacity planning to ensure that systems resources are available to meet growth in demand.
• Provide technical guidance on IT security and ensure compliance with the Trust's Security Policy, reporting any suspected breach to the Cyber Security Manager.
• Undertake technical reviews of IT systems and analyse, report and take necessary actions on the provision of Digital IT services.

Working for our organisation

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

Detailed job description and main responsibilities

The candidate will possess postgraduate qualifications in IT and have a substantial, proven track record in staff management in a busy environment. Further details and main responsibilities are found on the attached JD.

Person specification

Qualifications and Training

Essential criteria

• Degree in Information Technology or related subject
• Postgraduate qualifications
• Other appropriate IT Certifications with substantial experience

Desirable criteria

• Microsoft and Other IT Certifications

Experience

Essential criteria

• Significant experience directly related to management in a large organisation and other responsibilities specified

Desirable criteria

• NHS Experience

Knowledge and Skills

Essential criteria

• The ability to communicate effectively with a wide range of people and professionals
• Excellent time management skills
• Ability to work independently
• Knowledge of current technological developments/trends in area of expertise
• UpToDate knowledge of desktop/laptop hardware and operating systems
• Office 365 and other Microsoft Products
• Supervisory skills and experience

Desirable criteria

• Windows server knowledge
• Windows Active Directory knowledge

We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.

As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women's staff networks to bring staff together and celebrate diversity across our whole workforce.

Please note, not all roles will meet the criteria for a skilled worker visa.

Employer certification / accreditation badges

Documents to download

• JD (PDF, 267.7KB)
• Working at LGT (PDF, 4.2MB)