Job Overview
We are looking for an experienced IT manager to lead an ITIL based Service Delivery team helping to resolve complex technical issues. The role will work within the Service Delivery team to provide support for a range of services to all users within the Trust, including support remote and in person. This position takes a strategic view to drive service improvement and efficiencies, and plans and develops key tools such as the Service Management system to ensure they remain fit for purpose.
Main Duties
Lead the ICT Service Support team that provides 1st / 2nd line support via a service desk and onsite technical support teams, managing tasks and small projects to support more than 24,000 users across five main hospital sites and a number of other clinical and administrative sites.
Investigate and resolve highly complex ICT issues, acting as the escalation route for Informatics services and owning them to final resolution.
Strategically plan and implement tools, policies and procedures to deliver an effective support service that meets the standard expected by all customers and sites.
Ensure the team provides advanced technical support remotely or face‑to‑face for PCs, mobile devices, printers and other IT equipment, and that service levels, technical standards and policies are met.
Lead support team members to enhance their technical and site knowledge, ensuring continuous improvement and upskilling.
Person Specification
Experience
- Experience supporting and running a Service Management Tool, implementing and maturing processes within an ICT environment.
- Extensive experience troubleshooting network issues, software, mobile devices and printing faults.
- Significant experience managing ICT teams, with strong people‑management skills and the ability to handle all HR‑related activities including discipline, performance, grievance and sickness matters.
- Experience implementing changes to services such as rotas and system updates.
Skills
- Excellent problem‑analysis skills and the ability to interpret operational needs quickly.
- Ability to produce metrics, analyse information and produce regular reports on status, trend analysis and service improvement.
- Advanced interpersonal skills, excellent written and verbal communication, and the ability to chair meetings and deliver effective presentations.
- Strong customer‑service orientation, putting the customer at the heart of all activities.
Knowledge
- Advanced knowledge of Active Directory and Microsoft Applications such as Office 365 and SharePoint.
- Advanced knowledge of networking, operating systems, licensing, DHCP, IP addressing, Windows, thin‑client technologies (e.g. Citrix, VMware VDI), client‑server applications, printing, scanning and anti‑virus/threat protection software.
Qualifications
- Degree level education or an equivalent combination of education, training and work experience.
- Equivalent further education or practical experience that meets the required level of competence.
EEO Statement
We particularly welcome applications from Black, Asian and minority ethnic candidates as they are underrepresented within Barts Health at this band.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.
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