Service Desk Team Manager
Job summary
Do you want to do meaningful work that makes a genuine difference to society? Our main purpose here at The National Institute for Health and Care Excellence (NICE) is to improve health and wellbeing by putting science and evidence at the heart of health and care decision-making.As an organisation we all collaborate to achieve this goal by empowering our workforce to do great things!
Please note that this role may not be eligible for sponsorship under the Skilled Worker route. Please refer to the DirectGov website for more information on eligibility.We reserve the right to close the advert early should we receive sufficient applications, so please don't delay your submission. As part of our commitment to colleagues at risk of redundancy, all redeployment applications are reviewed before external ones.
Notes on completing your application: As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations.
Applications that provide tangible examples of real life experience with delivered outcomes are more likely to meet the standards of our shortlisting criteria.
While AI tools can support spelling, grammar, or formatting, we expect that the content of your application is written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.
Main duties of the job
As Team Manager for NICE's London Service Desk, you will lead a motivated support team, drive continual service improvement, and ensure reliable, resilient service delivery across NICE.
You may have your home base in London or Manchester, but be prepared to travel regularly (2-3 times per month) to London, if this is not your preferred location.
What you'll bring to the roleo Lead and performance manage a Service Desk team to deliver 1st and 2nd line support within agreed service levels.o Act as a senior escalation point for complex technical issues, including priority incidents, root cause analysis and problem resolution.o Champion a strong customer first culture, ensuring excellent user experience and clear communication at all levels.o Own ITIL processes such as incident, problem, change and asset management, ensuring consistency and quality across the service.o Work closely with engineering team and business stakeholders to support live services and introduce service improvements.
About us
The Infrastructure, Cyber & IT Operations team plays a critical role in ensuring NICE's digital services are secure, resilient, and reliable. The team is responsible for safeguarding systems and information, supporting users across the organisation, and maintaining operational stability with minimal risk or disruption.As part of this team, you will help protect nationally important digital services while enabling NICE to deliver trusted guidance and information to health and care users across England.We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment.
We are passionate and proud of the work we do and the impact we make. NICE offer:
- Generous NHS Pension - Secure your future with one of the most rewarding pension schemes in the UK
- Flexible working - Enjoy a healthy work-life balance with options like remote working, compressed hours and flexible start/finish times
- Exclusive discounts - Save on shopping, dining and more with a Blue Light CardTime to recharge - Start with 27 days' annual leave plus bank holidays
- Inclusive staff networks - Join supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud - we celebrate diversity
- Tailored development - Grow your career with personalised learning and development opportunities
If you feel this is the type of environment you will enjoy working in, apply today!
Job description
Job responsibilities
To be considered for this role, you should be able to particularly demonstrate the person specification criteria in the job advert in your application. However, applicants should be able to demonstrate all essential criteria through the entirety of the recruitment process to be considered for the job. Please see job description attached for full list of responsibilities.
Person Specification
Education/Qualifications
- Service Desk Institute certification at manager level or other equivalent industry standard and/or ITIL Foundation certification with demonstrable applied experience.
Education/Qualifications
- Specialist knowledge across several relevant areas of expertise, acquired through relevant practical experience and training/development. Eg IT Apprenticeship level 4. Industry standard certification such as: oM365 Administrator oEndPoint Administrator Associate oCollaboration Communications Systems Engineer Associate oMicrosoft Teams Administrator oAzure Fundamentals / AWS Cloud Practitioner Essentials
Experience
- Describe how you have provided line and performance management of a small team within an IT or digital services support function
Experience
- Describe your experience of producing technical documentation for IT professionals and training colleagues in new technical skills and processes
Experience
- Describe your experience of implementation of any of the ITIL processes: configuration, incident, problem and change management and how you ensured these are followed effectively by your team members and the wider IT department.
Experience
- Describe your experience of supporting reasonable adjustments for staff to support equality, diversity and inclusion in your workplace. Eg integration of assistive technology, digital content best practice or reasonable adjustment options in M365 applications
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
NICE – The National Institute for Health and Care Excellence
Address
2nd floor
2 Redman Place
London
E20 1JQ
United Kingdom
Employer's website
https://www.nice.org.uk/