Service Desk Team Leader

• Support the effective and efficient delivery of the Digital Service Desk function across NHS Lanarkshire.
• Supervise Service Desk Analysts and ensure delivery of high-quality IT support aligned to agreed Service Level Agreements (SLAs).
• Coordinate incident, request, and problem management activities to ensure timely resolution of end-user issues.
• Act as a first-line escalation point for complex incidents while maintaining hands-on operational involvement.
• Contribute to the continuous improvement of service desk processes and customer experience.

The working pattern for this role is 8am - 6pm.

In this key role, you will:

• The Service Desk Supervisor is responsible for overseeing the day-to-day operation of the Service Desk, ensuring the efficient logging, prioritisation and resolution of incidents and service requests in line with agreed service levels.
• The role provides supervision and support to Service Desk staff, acts as an escalation point for complex issues, and coordinates with technical teams to resolve faults impacting users.
• In addition, the postholder promotes a high standard of customer service, monitors performance, supports service improvement activities, and ensures compliance with organisational policies and procedures to maintain reliable and effective IT support services.

The post holder will be educated to or operating at degree level in a relevant IT discipline and have experience in a desktop related support role within an Information Technology Department. In addition, the post holder should preferably have additional technical training and certification in relevant technical skills and products.

The post holder should preferably have experience in a health service environment.& in a supervisory role i.e. supervising a team of junior staff.

The post requires an individual who can demonstrate a high level of technical knowledge in the following areas;

• MS Windows Operating Systems.
• MS TCP/IP networking protocols and management
• MS Office
• Desktop Management suites
• PC hardware diagnostic tools

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

• Annual Leave - 35 days including public holidays
• Generous NHS pension scheme
• Annual incremental salary progression
• Paid sick leave increasing with length of service
• NHS discounts and more.

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.

*Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children’s settings.

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.

We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.