It support manager Work, Jobs in Harlow, Ess (with Salaries)

IT service desk and support manager
The Princess Alexandra Hospital NHS Trust —Harlow
- £49,387 - £56,515 a year
- Continuous improvement
- Training & development
5d
IT Support Manager
Nebius —Harlow
- English
- Analysis skills
- Analytics
Quick apply
IT Support Manager
Xpansiv —London
- £68,000 - £72,000 a year
- Full-time
- Travel
- SharePoint
- AI
4d
Head of ICT and Business Support
London Councils —London
- From £77,407 a year
- Full-time
- Hybrid work
- Leadership
Quick apply
ICT Technical Services Manager
Essex Police, Fire and Crime Commissioner Fire and Rescue Authority —Witham
- £56,968 - £61,550 a year
- Full-time
- Hybrid work
- Leadership
- Communication skills
Quick apply
6d
EUC & Desktop Support Manager
Leisure Employment Services —Hemel Hempstead
- Part-time
- Hybrid work
- Product management
- Organisational skills
- Communication skills
- Employee discount
Quick apply
Technical Support Manager
Hyve Group —London
- Continuous improvement
- Team management
- AI
Head of Enterprise Support Technical
Connected Places Catapult —London
- £80,920 - £89,472 a year
- Full-time
- Hybrid work
- Writing skills
- Business development
- Mentoring
- Employee assistance programme
Quick apply
11d
Client Helpdesk Manager - 12 Month FTC
InfoTrack —London
- Full-time
- Hybrid work
- Continuous improvement
- Leadership
- Annual leave
- Flexitime
Quick apply
Technical Account Manager
NEST —London
- £65,000 - £70,000 a year
- Hybrid work
Integration Support Manager
LoopMe —London
- Hybrid work
- Continuous improvement
- Communication skills
- Analytics
- Annual leave
Quick apply
Service Desk Manager
Redsquid Communications —London
- Full-time
- Continuous improvement
- Team management
- Contracts
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11d
Service Desk Manager
ParentPay Group —Chelmsford
- Full-time
- Hybrid work
- Continuous improvement
- Leadership
- Communication skills
15h
Publisher Technical Account Manager (AdTech)
PubMatic —London
- £60,000 - £70,000 a year
- Hybrid work
- PMP
- Analysis skills
- Communication skills
- Annual leave
Quick apply
10d
Senior Technical Support Manager
ComplyAdvantage —London
- Hybrid work
- No experience needed
- Continuous improvement
- Team management
- Annual leave
- Life insurance
Quick apply
Design Engineer/Project Manager for ICT Structured Cabling, Cabling Infrastructure Technology
Amazon UK Services Ltd. —London
- Full-time
- PMP
- Analysis skills
- Travel
Onsite Technical Lead
ABACUS —London
- Full-time
- Travel
- In-person
- Annual leave
- Employee discount
Quick apply
Manager of Technical Account Management
RTB HOUSE —London
- Hybrid work
- English
- Travel
- Gym membership
3d
Technical Support Manager - EMEA
Sigma Computing —London
- Full-time
- Databases
- Team management
- Communication skills
Quick apply
Senior Manager - Technical Support Engineering
DeepL —London
- Full-time
- Hybrid work
- APIs
- AI
- Leadership

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IT service desk and support manager

The Princess Alexandra Hospital NHS Trust -
Harlow

Apply Now

Job details

£49,387 - £56,515 a year
5 days ago

Qualifications

Technical troubleshooting
Desktop support
IT team management
Incident queue management
IT service management
Ticket management
Disaster recovery
Internal department liaison
Change management
Continuous improvement
Staff training
Employee performance appraisals
Customer support
Training & development
Information technology team management
Root cause analysis

Full job description

The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wavea national programme that’s changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.

This means we’re working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.

We’re a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.

Join us and help shape the future of care in West Essex.

Job overview

This role supports the delivery of high-quality ICT service management to all our staff at Princess Alexandra Hospital. The post holder will manage a team to resolve issues both pro-actively and reactively, to maintain a smooth and efficient ICT operations.

Main duties of the job

Lead and manage the Desktop Engineers (2nd line support) and support the ICT Head of Service Delivery to lead and manage the Support Officers (1st line support).

Develop customer service and the customer experience within the team.

Support the development and maintenance of ITIL based process to improve the delivery of IT services to the Trust and will be the owner for Incident, Problem Management and the Major Incident manager

First escalation point for tickets, issues and problems

Co-ordinate larger scale implementations or cross functional teams

Detailed job description and main responsibilities

Responsible for the day to day operation of the Desktop Team (2nd line support).
Responsible for all IT and specific telecoms incidents and requests logged via the Service Desk via Telephone or Self-Service.
Responsible for the management, support and maintenance of the ITSM and its upgrade and development.
Management of the ICT Support team.
Responsible for the management of all incidents, requests and problems logged with the Service Desk to ensure they are dealt with in a timely manner to meet the SLA.
Manage the day to day relationship with the users of the IT & Telecoms systems within the Trust.
Be the first escalation point for all 1st & 2nd line support staff issues.
Develop and maintain contacts outside of the Trust to ensure awareness of the latest Service Management trends (e.g. IT Service Desk institute).
The provision of coaching, performance, management, appraisals and supervision to the 2nd line support team to ensure professional development of their role to continuously improve service to the Trust.
Be the first escalation point for all Service Desk issues to stakeholders.
Be able to understand the underlying issues and provide solutions to users
Take on the role of incident resolver where co-ordination of more than one team is required to fix a problem.
Manage and maintain the Service Desk disaster recovery and business continuity plan.
Provide key Service Desk statistical information for management and continued service improvement.
Ensure that the ICT Support Teams are correctly resourced at all times to provide the required level of support to the Trust.
Ensure all staff the team are trained to the correct level to provide the required level of support to the Trust.
Implement, document and review procedures and processes to improve the Service Desk functionality and store in a central repository
Promote and champion the use of industry best practices in the fields of Service Desk support and customer service.
Development, maintenance and support of the ITSM and portal.
Responsible for the asset management including developing and ensuring the CMBD is up to date and equipment is securely and properly disposed of.
Reporting on printer usage and working with the relevant stakeholders to reduce printing within the Trust.
Developing and maintaining a Service Catalogue
Development and maintaining the Trusts IT Knowledgebase including creating and updating self-help guides
Be part of the Change Advisory Board
Engage with the Project Team to ensure systems are successfully deployed and transitioned into BAU and supported accordingly.
Obtaining quotations and ordering of IT equipment and consumables
Attend meetings as and when required
Work with the Trust on moves, changes and IT requirements
Provide 1st class customer service to meet our aims of being within the top 10% of Trusts in England.
Good knowledge of DR and BCPs including DRaaS
Responsible for updating and maintaining IT Knowledgebase in the ITSM Tool.
Participate in out of hours work including on call services as required
There is a requirement for flexible working to ensure cover is maintained throughout the times set by the Trust for on premises support within the Service Level Agreement.
To build relationships within the IM&T teams, as well as within the finance and information directorate, breaking down silos and participating in change initiatives.
Manage staff within the 2nd line team. Manage annual/sick leave and taking appropriate action where required
Ensure all managed staff receive corporate, mandatory and the appropriate training for the job, including departmental induction and refresher training
Be responsible for the recruitment and selection of managed staff in accordance with the Trust’s and departmental personnel policies
Ensure and undertake annual performance, planning and reviews for all managed staff
Evaluate and plan utilisation of staff to provide an agile and responsive testing resource

Apply Now

Refine Your Search

it support manager jobs in harlow, ess

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