ICT Service Desk Manager

Job summary

Transforming Patient Care Through Digital Innovation

At Betsi Cadwaladr University Health Board (BCUHB), our vision is to "Transform patient care, safety and outcomes through digital technology and innovation, enhancing the way we work across the organisation."

We are on an ambitious journey to reshape our ICT Service into a customer-first, digitally enabled function that delivers exceptional value to patients, staff and services. As part of this transformation, we are seeking an experienced and motivated Service Desk Manager to lead our Service Desk Team and drive service excellence across the Health Board.

About the Role

As ICT Service Desk Manager, you will:

• Lead the ICT Service Desk Team, supporting over 19,500 users and managing more than 30,000 network devices.
• Ensure the efficient operation, management, and continuous improvement of the ICT Service Desk.
• Lead the Service Desk Team in sustaining and further developing our 4-star Service Desk Institute (SDI) accreditation, driving continuous improvement in service excellence.
• Monitor KPIs, SLAs, and customer satisfaction, implementing improvements where needed.
• Collaborate with other ICT teams and stakeholders to support digital transformation across BCUHB.
• Champion best practices in service delivery and customer support.

Main duties of the job

What We're Looking For -

We're looking for a proactive, results-driven leader who:

• Has significant experience in ICT Service Desk leadership or wider contact centre knowledge & experience.
• Demonstrates excellent communication, influencing, and problem-solving skills.
• Is passionate about service improvement and digital transformation.
• Can empower and develop their team to meet evolving organisational needs.

Essential Qualifications & Experience

• Degree level education or equivalent experience.
• ITILv3 or ITILv4 certification.
• Proven track record in service desk operations and leadership.
• Experience in healthcare ICT service provision is desirable.

Desirable Qualifications

• SDI Service Desk Manager Certification.
• PRINCE2 or equivalent project management qualification.
• Microsoft certifications (e.g., MCSE, MCSP).

About us

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

The ability to speak Welsh is desirable for this post; applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.