Service Desk Manager

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We are proud to provide 'Outstanding' care and be a great place to work.

East Sussex Healthcare NHS Trust provides safe, compassionate and high quality hospital and community care to the half a million people living in East Sussex and those who visit our local area.

We are one of the largest organisations in East Sussex with an annual income of £568 million and we are the only integrated provider of acute and community care in Sussex.

Our extensive health services are provided by over 7,000 dedicated members of staff working from two acute hospitals in Hastings and Eastbourne, three community hospitals in Bexhill, Rye and Uckfield, over 100 community sites across East Sussex, and in people's own homes.

In 2020 the Care Quality Commission (CQC) rated us as 'Good' overall, and 'Outstanding' for being Caring and Effective. The Conquest Hospital in Hastings and our Community Services were rated 'Outstanding' and Eastbourne DGH was rated 'Good' Our two acute hospitals have Emergency Departments and provide 24 hour a day care, offering a comprehensive range of surgical, medical, outpatient and maternity services, supported by a full range of diagnostic and therapy services.

In the summer of 2020, the Trust launched its ambitious 'Building for our Future' (BFF) programme. This once in a lifetime programme aims to redevelop and expand our hospitals at Eastbourne, Hastings and Bexhill, transforming the environment in which we provide care for generations to come.

Our vision is to deliver high quality care and experience for our patients, communities and colleagues.

Our strategic objectives:

Quality: Delivering safe care; always improving outcomes and experience for patients.

People: Fostering a positive culture; living our values; helping our teams feel equipped to deliver.

Sustainability: Always searching for the best way to use our resources for clinical, workforce and financial outcomes.

Job overview

We have a fantastic opportunity for a Service Desk Manager, who will be responsible for the day-to-day management of the ESHT Digital Service Desk.

The Service Desk is the first point of contact for our 8,000+ colleagues who may want to register a request, report a fault or obtain advice and information about our digital services and equipment. Calls to the team are raised by telephone or via an online portal.

Managing a team of Service Desk Analysts, the successful candidate will ensure that the service provided to colleagues is of the highest possible quality whilst meeting Service Level Agreements and Key Performance Indicators.

Our ideal candidate will have experience of managing a customer facing service desk or call centre environment, be ITIL Service Management certified and have excellent written and verbal communication skills, with the ability to explain complex digital information in a way that both technical and non-technical colleagues can understand.

The Service Desk is based at Eastbourne DGH and operates from 8am - 6pm Monday to Friday.

Main duties of the job

Reporting to the Digital Operations Manager, the successful candidate will lead and line manage the Service Desk team and be responsible for scheduling resources and developing staff to agreed levels of competency.

They will provide statistical information, monitoring and reporting on the performance of the Service Desk, which feeds into the monthly Digital Integrated Performance Review and other reporting as required.

The postholder will act as an escalation point for complex technical issues and will make informed decisions on further escalation to specialist colleagues.

They will also be expected to continuously look for ways to develop and improve the service provided by the team and ensure that, in the event of a serious incident, the team fulfils its role as set out in the Digital Major Incident Plan.

Working for our organisation

A wide range of staff benefits are available to our staff including staff development, enrolment in the NHS pension scheme, auto-enrolment to our Temporary Workforce Service, access to nurseries at EDGH and Conquest, staff restaurants and on-site staff accommodation.

In addition to an internal Occupational Health department, all staff also have access to free psychological support through our confidential Employee Assistance Programme which is available to staff 24 hours a day 7 days a week. Onsite parking is available from only £30 a year.

There has never been a better time to join East Sussex Healthcare NHS Trust, submit your application today.

Detailed job description and main responsibilities

Please see the attached job description and person specification.

If you would like further information, please do not hesitate to contact us.

Person specification

Qualifications

Essential criteria

• Degree in relevant Digital discipline or equivalent level of relevant experience
• ITIL Service Management certified
• Evidence of continued professional development
• Proven experience delivering high quality, responsive services as a Service Desk Manager

Desirable criteria

• Project Management
• Microsoft accreditation

Experience

Essential criteria

• Experience of the management of a customer facing service desk or call centre environment
• Experience of delivering a service to agreed levels of performance
• Experience of managing and developing a team
• Experience of investigating complex technical issues and comparing options before providing resolution
• Experience of leading cycle of improvement within team
• Experience of writing policies and procedures

Desirable criteria

• Experience of working within and IT environment with the NHS or other public sector organisation

Skills

Essential criteria

• Excellent written and verbal communication, able to work with people at all levels
• Able to explain complex IT information so that it is understood by audience
• Knowledge of ITSM, ITAM and ISO9001
• Able to analyse data and use this to inform service improvements

Desirable criteria

• Management of major incidents
• Attendance and participation in Change Board

Patients come first at East Sussex Healthcare NHS Trust.

Our vision is to be:

• The healthcare provider of first choice for the people of East Sussex.

Our mission is to:

• Deliver better health outcomes and an excellent experience for everyone we provide with healthcare services.

Our strategic objectives are to:

• Improve quality and clinical outcomes by ensuring that safe patient care is our highest priority.
• Play a leading role in local partnerships to meet the needs of our local population and improve and enhance patients' experiences.
• Use our resources efficiently and effectively for the benefit of our patients and their care to ensure our services are clinically, operationally and financially sustainable.

Our aims are that all services delivered by the Trust are:

• Safe
• Effective
• Caring
• Responsive and
• Well led

Employer certification / accreditation badges

Documents to download

• Service Desk Manager - job description and person specification (PDF, 224.6KB)
• Guidance for Applicants - AFC (PDF, 204.0KB)