NHS Scotland · 1 day ago
237592-Infrastructure Team Leader (Customer Support)
Headquarters, KY
Full-time
Onsite
Senior LevelNHS Scotland is seeking a Service Desk Team Leader to manage a team of service desk analysts and User Provisioning administrators. The role involves overseeing service desk operations, ensuring exceptional technical support and customer service, while fostering a positive work environment and implementing process improvements.
GovernmentHealth CarePersonal HealthSocial Media
Responsibilities
Team Leadership and Management
Service Desk Operations
Customer Service Excellence
Technology and Process Enhancement
Qualification
Required
The post holder will be educated to degree level or equivalent and have proven experience in management/supervision of an IT support service
The post holder will have an in-depth experience and knowledge of PC software and Clinical systems in use within NHSL
Leadership skills to enable the day to day management of service delivery
Further education/evidence of Continuous Professional Development in area of speciality including study days/courses/post graduate qualification
The post holder will possess excellent team-working/leadership skills and have the ability to motivate others and work using own initiative
The post holder must be able to prioritize their own work and that of other staff within their support function and be able to plan between competing priorities mindful of the impact of IT support decisions on the day to day operation of services
The post holder must be able to document and communicate their work plans to others including other IT support staff
The post holder must be experienced in the use and support of all Microsoft PC operating systems and Microsoft Office software
The post holder must be able to drive and have a current UK driving license
Preferred
Experience in a complex Technical Support role within an IT department
Proven track record in the regular use of Microsoft desktop products such as MS Office, Visio etc. in order to produce reports for service monitoring
Proven ability to manage the administrative and service delivery aspects of a high-pressure IT System Support Service covering around 14,000 end users
Proven ability to deliver work objectives on own initiative
Proven ability to work effectively with both technical and non-technical colleagues at all levels within and external to the organisation
Proven relationship and performance management skills
Extensive specialist demonstrable and extensive experience in an IT Systems related discipline
Specialist technical knowledge across complex IT systems products and practices understanding current needs and acknowledging industry trends
Familiar with the principles and methods of project management
Working knowledge of NHS Scotland's eHealth legislation, policies and regulatory guidance
Experience presenting to groups of technical staff on an individual basis
Excellent listening, communication and interpersonal skills
Effective time management skills
Benefits
A minimum of 27 days annual leave increasing with length of service
A minimum of 8 days of public holidays
Membership of NHS Pension Scheme, with life insurance benefits (for more information on the NHS Pension Scheme visit the Scottish Public Pension)
Paid sick leave increasing with length of service
Occupational health services
Employee counselling services
Work-life Balance policies and procedures
Company
NHS Scotland
Founded in 2008
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase