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ICT Service Desk Manager

Are you an experienced Service Desk Manager looking for a new opportunity?

Do you have experience of incident management within a large organisation?

Are you passionate about managing a team and supporting with new process design?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

We have six regional centres – Aberdeen, Dundee, South Queensferry, Hillington, Cardonald and Clydebank. NHS 24 supports hybrid working, and this post can be based within any NHS 24 regional centres. The successful candidate must be within commuting distance to a regional centre to attend if required and must also be able to travel to other regional centres when requested to attend meetings, undertake training and any other activities.

The Role

The ICT Service Desk Manager will act as a delegated authority for the ICT Service Delivery Manager deputising as and when required reporting directly to the Head of ICT Operations dealing with operational escalations for changes and incidents and decision making for supplier issues. The successful candidate will help determine how the introduction of new IT systems software or processes will impact the organisation and engage with operational colleagues, so they are fully aware of the impact. Working with operational colleagues the post holder will help design new processes and should be able to communicate any new or changed processes to colleagues of all seniorities.

Key Responsibilities

• Development, agreement, implementation and management of change control policies and procedures for all IT systems to ensure minimum disruption to service of clinical and corporate applications, therefore reducing impact on patient careTrain, guide and advise other IT staff as required in change management processes
• Ensure all communications are issued to agreed timetables and directed to the right people where possible and are kept updated as appropriate if circumstances change during an outage/incident/change
• Support the Technical Service Manager to operationalise business requirements through meaningful service designs that link into existing ITIL functions. This could be by either inputting into designs or making necessary configuration changes for any systems or applications within the scope of the role
• The post holder will have line management responsibility for the ICT Service Desk Co-ordinators. This will include responsibility for all elements of the HR life cycle including recruitment and selection, disciplinary and grievance management, and performance management
• Proactively establish customer expectations and provide developments in service provision or performance measures to facilitate agreement & satisfaction where possible

Successful Applicant will:

• Be educated with degree in IT, Business Management, or related field, or holds equivalent level of professional IT qualifications.
• Demonstrate experience of working client side in an outsourced ICT environment and supplier management against SLAs, monitoring change and release performance against service level agreements, participating in effective working relationships to deliver continuous improvement.
• Evidence their ability to understand the business aspects of information systems and applications supported, and knowledge of technical aspects of application systems, hardware, and software environments in which they run, to ensure impact is known for loss or interruption to services.

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 7 £ 48,788 - £56,747 Per Annum (pro rata if applicable). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

For any informal chats, please contact Michelle Hill Technical Service Manager via michelle.hill@nhs24.scot.nhs.uk

Please download the Digital Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.