Digital Service Desk Team Leader

University Hospitals of North Midlands; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading NHS Trust based in Stoke-on-Trent is hiring for a Service Desk Manager. The role involves managing day-to-day activities of the IM&T Service Desk team, providing technical support, and handling administrative duties. The ideal candidate will have experience in team management and IT operations, ensuring high-quality service delivery. This position offers opportunities for professional development in a diverse and inclusive work environment.

Qualifications

• Experience in managing teams in an IT environment.
• Ability to handle technical IT queries.
• Strong communication skills for liaising with suppliers.

Responsibilities

• Manage day-to-day activities of the IM&T Service Desk team.
• Provide general administration duties.
• Coordinate Problem Management incidents.
• Act as the direct line manager for Service Desk agents.

Skills

Team management

Technical support

Administration

Job description

University Hospitals of North Midlands is currently unable to provide sponsorship for this role. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role however it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa; you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

Responsibilities

• Manage day‑to‑day activities of the IM&T Service Desk team and support the ICT Service Desk Manager.
• Provide general administration duties, including drafting letters, handling telephone calls and communicating with third‑party suppliers.
• Assist with technical call handling during busy periods and support the Service Desk with call handling of a technical IT nature.
• Coordinate the Problem Management incidents with other IM&T teams and ensure relevant support documentation is in place.
• Ensure all Service Desk incidents are prioritised to agreed standards, monitor completion timescales, and report timescales and outcomes to Trust staff.
• Provide cover for the ICT Service Desk during sickness and annual leave and participate in an on‑call rota to deliver a 24‑hour first‑line support service.
• Work flexibly to deliver the Directorate agenda and offer support to other colleagues, including cover in times of absence.
• Implement local policy and procedures in collaboration with the ICT Service Delivery Manager.
• Act as the direct line manager for Service Desk agents and provide training to new recruits joining the team.

About UHNM

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country, based across two sites – Royal Stoke in Stoke‑on‑Trent and County Hospital in Stafford. We serve around three million people and are highly regarded for our facilities, teaching and research. The Trust is the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role. We are proud of our wide range of development packages that help everyone fulfil their true potential. UHNM creates a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and fostering a culture in which all staff feel valued and respected.

Contact

For further details or informal visits, contact:
Name: Robert Stedall
Job title: Deputy Head of Service Delivery
Email: [e-mail]
Telephone: [phone]

Digital Services

Digital Hub, West Building
University Hospitals of North Midlands NHS Trust
Newcastle Road, Stoke on Trent, ST4 6QG