IT Service Desk Team Leader

You will work collaboratively across teams, communicating effectively and showing care in every interaction to ensure colleagues receive timely and professional assistance. Strong interpersonal and technical skills are essential, along with experience supporting a large, multi-functional organisation. Team Leader experience is desirable. This will include but not be limited to the following activities:

• The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices.

• Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible.

• Previous candidates need not apply. This role is not eligible for sponsorship. Week commencing 8 December 2025, We care We communicate We collaborate We contribute "- NHS Survey, 2024. They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%'' This role will report to the Service Desk Manager and is responsible for the day to day running of the internal facing IT Service Desk. The post holder will undertake a range of technical support duties as required by customers of the Service Desk service and will be the escalation point for IT Service Desk staff. The role is required to assist the Service Desk Manager lead and drive the operational performance of the IT Service Desk staff against agreed Service Level Agreements (SLAs), to ensure support provided to customers is consistent, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed. You will be required to champion and promote the IT Department as well as the IT Service Desk. To assist the Service Desk Manager with the management of the IT Service Desk, to provide a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology. The post-holder will contribute in the role of ITIL Incident Manager.

• Will be expected to take an active role in the management and development of Service Desk staff. Ensuring continuous service improvement particularly in relation to quality, productivity and responsiveness., * The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices.

• Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible.

• To assist the Service Desk Manager with the management of the IT Service Desk, to provide a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology. The post-holder will contribute in the role of ITIL Incident Manager. Applications The post holder will be expected to support a wide range of applications which includes but is not limited to a Patient Administration System/Electronic Patient Record (PAS/eCARE), Pathology System and a Radiology System through to an Office suite and our internally developed applications. You'll be expected to have or develop your own understanding of these applications to a high level, allowing you to provide an excellent support service for staff. Hardware The post holder will be expected to provide on occasion expert support on hardware which may include, laptops, mobile devices. Documentation The post holder will assist with the following activities:

• The creation and on-going maintenance of Standard Operating Procedures used within the group.

• The creation and on-going maintenance of self-help documentation to be used by and accessible to all Trust staff.

• The maintenance of standard Service Desk request forms and documentation to be used by and accessible to all Trust staff. Communication Effective and timely communications is an essential activity of the role and the IT Service Desk Team Leader will require excellent inter-personal and written and verbal communication skills. Communication responsibilities will include:

• Communicating the progress of logged incidents, problems and changes.

• Assist with communication to key stakeholders and system owners in connection with IT major incidents (e.g. unscheduled outages causing significant disruption to Trust system users). Training The post holder will understand the importance of training for both IT and non-IT staff and as such will be required to guide users through sometimes complex problems advising them of best practice and standard procedures. The post holder may be required to provide one to one training for users with reporting specific known incidents, this training may take the form of guidance through remote based tools or utilising communication skills to guide users over the telephone, alternatively this make be via face-to-face demonstration. The post holder will be expected to take an active role in the development of other staff through documentation and skills transfer.

We are seeking an enthusiastic and self-motivated individual to join our IT Service Desk, committed to delivering an excellent support experience and driving continual service improvement.

At Milton Keynes University Hospital, you will be welcomed into a friendly and supportive environment where teamwork and respect are at the heart of everything we do. We are proud to live our Trust values and behaviours every day, creating a culture where everyone feels heard and valued. MKUH staff's Motivation and Involvement scores are among the highest in our peer group, showing that our people feel inspired and included in decision-making (Staff Survey, 2024). Our benefits We believe in recognising and rewarding the amazing contribution of our staff and that is why we offer a comprehensive benefits package designed to support your wellbeing, work-life balance, and professional growth, including:

• Free on-site parking including EV charging
• Complimentary refreshments
• Flexible working arrangements
• Discounted gym membership
• Salary sacrifice car scheme
• Generous annual leave, with the option to bank holiday entitlement
• Membership of the NHS Pension Scheme
• On-site nursery (charges apply)
• A wide-ranging staff health and wellbeing programme including EAP
• VIVUP products to support your mental, physical, and financial Wellbeing

Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career. As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities. We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre. Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, set to open by 2030. Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -