End User Technical Support Team Leader - Newcastle upon Tyne, United Kingdom - nhs blood and transplant

nhs blood and transplant

Verified Company

Newcastle upon Tyne, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

End User Technical Support Team Leader

Job Summary

Joining our ICT Directorate, you'll lead and manage a disparate team who work face-to-face with internal customers to provide advice and support of IT hardware, software and systems.

You will be involved in everything from resourcing, supporting, 1:1's, often acting as ICT Lead on small projects etc - so a need to be flexible is essential.

Your expertise will be matched by a strong drive for excellent customer service.

Well organised with excellent communications skills, you'll be able to support a team in providing resolutions for technical issues for a variety of internal customers.

While the role is regional based, you will assist the other ICT Team Leader with managing the teams in both areas, working together to deliver a consistent service based on our customers' needs with the resources available to you.

Main duties of the job

In this role your responsibilities will include:

Managing Customer relationships and incident management on a regional basis
Work with other team leaders, Service Desk Manager and End User Technical Support Manager to ensure consistent service is provided for all DDTS customers
Install, configure and support approved hardware, software and systems across all NHSBT sites. Ensuring that Customer Support Technicians adequately deliver these services, across all NHSBT locations
Providing local incident support for DDTS services to all customers in the NHSBT. Managing the incidents, including using Customer Service Desk software, and balancing priorities and resources to ensure the best possible outcome for each customer, and the NHSBT. To ensure that this service is adequately delivered by End User Technical Support Engineers across all NHSBT locations.
Providing line management to skilled IT support professionals.
Working face to face and telephone with NHSBT staff, understanding their immediate IT requirements and issues, and providing advice and support on the most appropriate solutions, in accordance with DDTS policies.
Providing technical expertise through participating in, and chairing, expert groups and other bodies constituted to deliver DDTS services
Providing all DDTS services within the context of service excellence, maximising customer satisfaction at every interaction.

You will be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice.

About You

Experience and Knowledge

Experience of and a commitment to delivering excellent IT Support Services in a customerfocussed environment.
Experience of working within a technical environment with a broad understanding of current technologies
Experience of taking responsibility service delivery, requiring coordination with internal customers, internal and 3rd party service providers
Experience of working with Service Level Agreements.
Experience of having led a team of staff within a technical environment

Qualifications and Training

Educated to degree level or equivalent qualification/experience
Demonstrates commitment to own continued professional development (CPD)

Please view the attached recruitment profile which is a summary of the detailed Job Description and Person Specification for the full personal attributes we require for the role.

You will need to demonstrate these throughout the recruitment process.

About Us

At NHS Blood and Transplant, we're incredibly proud of the many talented people who come together every day to make our organisation the very best it can be.

We have clearly defined values that are centred around offering exceptional care to our donors and their families.

We take care of each other too and we focus on building our expertise so we can change lives, provide quality support and offer fulfilling careers.

It's an opportunity to contribute to a unique team as part of a service that saves lives 365 days a year.

We offer brilliant benefits including 27 days of holiday (plus bank holidays), a comprehensive induction and training programme, and competitive pension scheme.

Three small words, one big difference -
Caring, Expert and
Quality.

Together we'll save and improve more lives than ever

This vacancy will close at 23:59 on Monday 10th April.