Tier 2 Team Lead

We handle around 4,500 service requests per month, providing exceptional IT support to staff across the Trust. As Tier 2 Team Lead, you will supervise the Tier 2 Tech Bar team, ensuring efficient, responsive, and customer-focused technical support in line with corporate Service Level Agreements. You'll work closely with the Tier 1 Team Lead, IT Service Delivery Manager and Digital Operations Lead to maintain high standards and support the Trust's IT strategy. Key Responsibilities

• Lead and manage the Tier 2 Tech Bar team, ensuring excellent customer service.

• Oversee day-to-day operations and monitor performance against SLAs.

• Collaborate with Tier 1 Lead and IT Service Delivery Manager to maintain quality standards.

• Support the delivery of the Trust's IT strategy and operational goals.

• Act as an escalation point for complex technical issues.

• Foster a positive, structured, and high-performing team culture., * Organising and the delivery of Tier 2 IT support consistent with the Digital Services Operational Strategy. Provide IT technical support co-ordination and escalation support across Tech Bar teams.

• Supervise a team of technical Tier 2 IT support technicians and ensuring that all logged calls are aimed to be responded to and resolved within agreed SLA's, ensuring that all support details are accurately recorded and logged using digital services ITSM tool.

• Ensure work allocation, workload, and tasks are appropriately and fairly distributed throughout the team, with emphasis on making sure that staff are adequately skilled to respond and to monitor progression.

• Contribute to the upkeep and maintenance of our ITSM tool.

• Monitor and provide detail reports on performance against key performance indicators, metrics, and targets to demonstrate service performance and delivery within the Tier 2 support team, highlighting areas at risk with corrective actions plans, areas requiring further development by creating and maintaining a skills matrix to assist in organisational learning.

• Responsible for communicating complicated, technical IT issues to non-technical staff or suppliers.

• Work on multi-functional projects implementing any changes as appropriate., * Organising and the delivery of Tier 2 IT support consistent with the Digital Services Operational Strategy. Provide IT technical support co-ordination and escalation support across Tech Bar teams.

• Supervise a team of technical Tier 2 IT support technicians and ensuring that all logged calls are aimed to be responded to and resolved within agreed SLA's, ensuring that all support details are accurately recorded and logged using digital services ITSM tool.

• Ensure work allocation, workload, and tasks are appropriately and fairly distributed throughout the team, with emphasis on making sure that staff are adequately skilled to respond and to monitor progression.

• Ensuring effective Incident Management is in place by monitoring against quality standards and checks. Identifying, escalating, and communicating in a timely manner high priority incidents, service requests, trends, and service issues, notifying the IT Service Delivery Manager.

• Log incidents, problems, and service requests in line with digital services policies and procedures.

• Liaise with users, providing full information and advice and referring complaints in line with digital services complaints process.

• Contribute to the upkeep and maintenance of our ITSM tool.

• Monitor and provide detail reports on performance against key performance indicators, metrics, and targets to demonstrate service performance and delivery within the Tier 2 support team, highlighting areas at risk with corrective actions plans, areas requiring further development by creating and maintaining a skills matrix to assist in organisational learning.

• Responsible for communicating complicated, technical IT issues to non-technical staff or suppliers.

• Maintain and communicate detailed policy procedural changes within the Tier 2 team.

• Work on multi-functional projects implementing any changes as appropriate.

• Provide a professional point of contact for all staff using the Tech Bar, providing guidance, resolution, or escalation for incidents or service requests.

• Manage user incidents and service requests to resolution, escalating to the IT Service Delivery Manager or Digital Operations Lead as appropriate.

• Assist Tier 2 support technician's when dealing with demanding situations, taking ownership if required.

• Observe and influence the development of customer care skills within the team, leading by example and training as required.

• Line management of the team including day to day performance, conduct, and absence.

• Maintain a good personal awareness of industry standards and future developments.

• Promote good and efficient working practices in the use of IT.

• Work collaboratively with the IT Service Delivery Manager and other colleagues to ensure that service delivery and improvement plans are developed, implemented, and reviewed.

• Function as a champion for the Tier 2 support team in troubleshooting technical issues, best practice, operational effectiveness, and quality.

• To participate in a staff rota covering core business support hours which are between 8am and 6pm Monday through to Friday (excluding bank holidays), subject to any Trust changes and service demands.

• Ability to participate in out- of-hours on-call Rota as required. GENERAL DUTIES Human Resources:

• Plan and prioritise IT support activities, co-ordinate holidays, shift rota, training schedules and the delegation of ad hoc tasks as required to ensure achievement of team and personal objectives are met.

• Responsible for the day-to-day running of the Tier 2 team in line with appropriate policies, procedures, working practices and guidelines, ensuring all resources are deployed to maximise an efficient and effective delivery of support to Trust staff.

• Provide regular performance reports on progress, status, and achievements for own area to be used by management. Financial / Physical Resources:

• Ensure Trust procurement processes and procedures are followed in a timely and efficient manner and to participate in the procurement process where relevant aiding for the development of procurement documentation as required.

• Be responsible for supporting business appraisals and business case production when required in partnership with customers, undertaking solution searches and appraisals of supplier proposals. Policy / Service Development / Governance:

• Act as an ambassador for Tech Bar by developing and maintaining excellent working relationships with users across the Trust to deliver a high quality, performing service to achieve local requirements.

• Demonstrate a culture of service provision and continuous improvement for own area.

• Responsible for implementing policies within own team and for proposing changes to policies, in line with legislation, Trust and NHS policies and guidelines across the Trust, where appropriate.

• Pro-actively lead in ensuring that IT support delivered withing the Trust reflects best practice with respect to organisational, NHS and legislative requirements and guidelines including IT Infrastructure Library (ITIL), General Data Protection Regulation (2016), Information Standards, Information Security, and compliance with NHS Information Governance.

• Ensure change management is applied within the Tier 2 team and follows implemented policies and procedures.

• Ensure all documentation relating to own area is complete and fit for purpose and all releases relating to hardware, software and documentation is controlled.

• Contribute to Root Cause Analysis (RCA) for allocated incidents and problems; instigating emergency action, when required, liaising with other Trust Managers, as appropriate. Lead proactive resolution to address common issues and trends. General:

• Undertake all aspects of Tech Bar Services, as part of a fall-back service when required, as appropriate.

• Comply with all legal, regulatory and Trust requirements including policies, standing financial instructions, standing orders and procedures.

• Perform duties at all locations where Trust staff are based, including locations not owned by the Trust and other locations determined by the duties of the post.

• Travel to off-site venues, as required to attend courses, conferences as designated.

• Undertake other duties as required as designated by the IT Service Delivery Manager, Digital Operations Lead, or other senior digital services managers.

• Proven leadership or supervisory experience.
• Excellent communication and customer service skills.
• Strong technical background with experience in IT support.
• Ability to work independently and make informed decisions.
• Business awareness and understanding of IT service delivery frameworks (ITIL desirable).

The closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.

The Christie is one of Europe's leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country. We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years. We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK., We want to ensure that everyone who works at the Christie or uses our services is welcomed, valued and treated with dignity and respect. The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. In support of these commitments, we particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be only on merit. We are committed to creating a balanced and diverse workforce. As such we welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy. The Christie NHS Foundation Trust is committed to the highest standards of ethical conduct and integrity in all our activities. We have a zero-tolerance approach to modern slavery in any of its forms, including slavery, servitude, forced or compulsory labour, and human trafficking. We are fully committed to acting ethically and with transparency in all our business dealings and relationships, and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our organisation or supply chains. All positions within the Christie are subject to the receipt of satisfactory written references, medical clearance and evidence of your Right to Work in the UK. Some roles will require a Disclosure & Barring Service (DBS) check. Please note if you are successfully appointed to a post with this Trust, you will be required to pay for your own DBS Disclosure. By applying for this post you are agreeing to The Christie NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email, please ensure you check your junk/spam folders as emails are sometimes filtered there. If you have not heard from us within four weeks of the closing date, I regret that on this occasion your application will have been unsuccessful. The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and will form part of the recruitment process. In the event that you are successful following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer. Overseas candidates wishing to apply for this position and who would require immigration sponsorship, may wish to self-assess the likelihood of obtaining a Certificate of Sponsorship for the post on the UKVI website. You should be aware the Trust operates a No Smoking Policy and therefore employees are not permitted to smoke at work.