Job description
The James Paget University institution is looking for a Customer Services Manager to manage the support staff and deliver great care to end users throughout the institution. The ideal candidate will have hands-on technical expertise and first-rate communication skills.
We would welcome a candidate with past IT expertise in Desktop support/Service Desk leadership to lead the development of both teams and enhance performance through examination of process and procedure within the teams and into the wider department.
Although candidates with relevant ITIL certifications will be given preference, actual work experience gained while working in an ITIL context will also be valued. This is still a hands-on profession that balances leadership and technical aspects with an emphasis on routine business operations and project work.
Main responsibilities of the job
You will be responsible for managing the Service Desk and Desktop teams that provide first- and second-line support to the Trust’s IT users. You will also be expected to teach other team members while providing prompt resolution to first- and second-line support issues.
Successful candidates will exhibit strong leadership abilities, including managing people and putting processes and procedures into place within ITIL-based frameworks. Additionally, knowledge of typical Wintel technology for roles at the first and second lines of defense. A great attitude toward end-user care and a desire to enhance their experience will be crucial to your success as the successful candidate will demonstrate the core objectives of this function and be focused on service delivery.
Working for our organisation
The JPUH is a thriving university hospital that offers the highest quality of treatment to the 250,000 residents of Great Yarmouth, Lowestoft, and Waveney as well as the numerous tourists who frequent this region of East Anglia. The Newberry Clinic and other nearby outreach clinics provide support for our main location in Gorleston.
The over 5000 employees of the trust are supported in their use of digital technologies by the Digital Services Department.
Detailed job description and main responsibilities
For further information on this role, please refer to the job description and person specification.
Person specification
Qualifications
Essential criteria
- A master’s degree or comparable work experience in a related profession
- Certificate in ITIL (ITSM) foundation
- Management qualification
Desirable criteria
- At least one ITIL discipline practitioner
Experience
Essential criteria
- managerial expertise with desktop support teams and IT service desks
- broad understanding of a variety of technological services, applications, and technology
Desirable criteria
- First- and second-line support experience in a business environment
Skills
Essential criteria
- A track record of successfully managing IT support services.
- With an in-depth understanding of at least one technological discipline, you should have a broad technical awareness of a variety of IT technologies (such as client devices, Microsoft products, and applications).
Desirable criteria
- Able to comprehend and use intricate plans and information
The James Paget University Hospitals NHS Foundation Trust is aware of the need to improve well-being and lessen illness. The Trust is dedicated to improving working conditions through a number of initiatives, including job sharing, flexible working, and the creation of an open and transparent culture. The Trust is dedicated to preventing discrimination against job applicants or employees based on their gender, color, handicap, age, sexual orientation or identity, or religion or belief.
Tier 2 Sponsorship
It is unlikely that we would be able to recruit if a suitable qualified, experienced, and talented UK/Right to Work candidate is available, yet we are happy to consider applications that need Tier 2 sponsorship to work in the UK. For each place where a person has lived continuously or cumulatively for a total of 12 months or more in the last ten years, they must submit a criminal record certificate when applying for entrance clearance into the UK. Adult dependents who are over the age of 18 must also comply with this condition.
To view the status of your applications, please frequently check your account under “My Applications.” Please presume that your application was failed if you do not hear from us within 4 weeks.
By submitting an application, you give the Trust permission to use the Inter Authority Transfer (IAT) procedure to verify any information on prior NHS services.
Please be aware that if there is a lot of interest in this position, the position may be filled before the specified closing date.
Method of Application
Interested and qualified candidates should: Click here to apply
