ICT Customer Services Manager
Job summary
This is an excellent opportunity to contribute to the Health Informatics team supporting the day to day activties as a ICT Customer Services Manager, providing ICT Servicedesk Services across the Trust to ensure effective use of IT which supports staff and patients.
The post holder will maintain the operational capability of the ICT Servicedesk with incident supporrt following ITIL standards together with ensuring new requests are completed in a timely manner.
Liaising with other teams within the department as required on technical and non-technical issues, and with third party customer organisations.
Participate in the ICT on-call cover rotas as necessary.
Main duties of the job
Manage the work, professional and personal development of ICT Servicedesk staff.
Manage the provision of Servicedesk and 1st line ICT support service.
Manage the provision of IT procurement, billing and monitoring services across the Trust.
Ensure the Trust meets the obligations of its Service Level Agreements for the provision of IT services with 3rd Party and other NHS organisations.
Ensure effective and efficient customer service.
Participate in Trust wide IT on-call and Servicedesk cover rotas as necessary.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.
Full Job Descriptions can be found in the adverts supporting documents.
Over reliance on AI-generated content is discouraged and may diminish the applicant's chances of success.
For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.
From April 9th 2025 - Healthcare assistants - You must have been employed for a minimum of two years of as a HCA within the NHS for the Trust to consider sponsorship (we will only consider sponsorship if you meet this criteria and have a current visa expiring within 3 months).
Job description
Job responsibilities
Manage ICT Servicedesk services to support IT services Trustwide.
Ensure effective coordination between IT teams and other Trust teams.
Manage the provision of an IT procurement, billing and monitoring service including ordering and invoicing.
Day to day management of Trusts IT incidents and requests to ITIL standards.
Assist in the development and maintenance of documentation and procedures.
Ensure effective and efficient customer service.
Produce timely and accurate reports on the performance of the ICT team and systems.
Work with external suppliers to ensure the Trust achieves best value for money in the purchase of ICT equipment and services.
Develop and implement protocols and training procedures for Infrastructure support staff.
Ensure effective documentation of ICT procedures and policies.
Manage an inventory of ICT hardware and software.
Ensure the Trust is able to meet its Service Level Agreements with 3rd party and other NHS organisations.
Assist in the implementation of audit requirements.
Manage the provision of IT user accounts.
Monitor and report on performance and targets of the customer services team.
Ensure the correct and safe use of ICT equipment.
Support the Trusts digital strategy.
Management of departmental and non-clinical IT systems support
Plan and manage the deployment of Trust wide projects
Develop and implement standards, policies and procedures for use with Health Informatics
Developments and management of business continuity services and disaster recovery provision.
Where required, develop and plan for any changes to requirements surrounding training, new work, changing practices etc.
Produce complex ad-hoc reports for all levels of Trust staff and external suppliers, where necessary adapt or provide new methods of interrogation and when requested provide an analysis at the required level.
Manage the training needs and development needs of the ICT Servicedesk staff.
Manage the effective delivery of IT services across the Trust.
Act as an escalation for the ICT Servicedesk team staff with incidents and requests.
Assist with planning and support of BAU system and device upgrades.
Ensure ITIL processes are followed.
Support ICT users to investigate IT operational requirements functions that contribute to improvements in the application of IT and the development of new or changed processes/procedures and ICT Infrastructure.
Ensure RCAs are completed with the intention of identifying what went wrong, right and what can be done to improve the response in the future. Outcome of the review should also identify how to prevent the reoccurrence of the major problem.
Travel to Trust sites as required to complete on site tasks.
Keep abreast of IT developments and technologies in order to effectively carry out the duties of the post and make recommendations for bringing benefits to our customers and improving service delivery.
Person Specification
Experience
- Experience and knowledge of the provision and management of a busy ICT Servicedesk , using a number of different and interconnected technologies. Detailed knowledge of Servidesk and ICT support.
- Knowledge of
- best practice in the field of
- Information and Communications
- Technologies
Qualifications
- Educated to degree level or equivalent
- qualifications or experience in relevant
- subjects and fields, with at least 5 years
- supporting and managing ICT
- environments.
- Relevant industry standard
- qualifications.
- ITIL Awareness or certification.
- CSI Awareness
- SDI Awareness
Special Skills & Knowledge
- Knowledge and understanding of ICT support.
- Wide experience of health service operations and health informatics.
- Prince 2 Project management
- experience.
Special Requirements
- Ability to travel between sites as required and participate in the team out of hours oncall rota.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
County Durham & Darlington NHS Foundation Trust
Address
Darlington Memorial Hospital NHS Trust
Hollyhurst Road
Darlington
County Durham
DL3 6HX
Employer's website
https://www.cddft.nhs.uk/
- Company
- County Durham & Darlington NHS Foundation Trust
- Location
- Darlington, United Kingdom DL3 6HX
- Employment Type
- Permanent
- Salary
- £38682.00 - £46580.00 a year
- Posted
- Company
- County Durham & Darlington NHS Foundation Trust
- Location
- Darlington, United Kingdom DL3 6HX
- Employment Type
- Permanent
- Salary
- £38682.00 - £46580.00 a year
- Posted