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Service Desk Manager


Home-Based with requirement to be in the Maidstone 3 days a week 


The Service Desk team is responsible for delivering outstanding support across the System C and Graphnet Care Alliance suite of products. These products serve our NHS customers providing acute organisations with cloud and mobile solutions for the provision of patient care.

Our Analysts manage the 1st, 2nd and 3rd line application support function using their in-depth product knowledge coupled with SQL, mobile and technical skills further supported by resolver teams within the System C business.

After a steady period of growth in product capability, technology and customer base it has become necessary to recruit a Service Desk Manager. This senior role will report directly to the Head of Support and Service Delivery and will have line management responsibility for the Support Manager (Incident Management) and support team. The Service Desk Manager will ensure the support model aligns with the ITIL framework, work with the team to create effective resource modelling and a capability matrix, ensure SLA compliance and be capable of creating and supporting a true 24/7 Service Desk.

Duties and responsibilities

  • Identify, implement and adhere to processes and procedures created in support of ITIL and industry leading best practises as part of the Support Model to improve performance, quality and efficiency
  • Ensure the Support Model and all documentation comply with the requirements of the Medical Device Regulation 2017/745
  • Create and ensure maintenance of an internal and external knowledgebase using Incident Models where appropriate to reduce the volume of incidents raised and time to resolution
  • Establish effective training plans to ensure staff development and progression is tracked and targeted
  • Create and maintain a capability matrix to identify skills gaps and use training plans to ensure the team are sufficiently skilled in their relevant area
  • Ensure capacity planning is in place to support forward planning and future business requirements and, where necessary, be able to build a business case for new investment based on business need
  • Meet customer demand through effective management of team resource, availability and shift requirements maximising efficiency
  • Review incident patterns to identify peak periods and assist with the allocation of resource
  • Develop, retain (and recruit where necessary) an effective support team that can deliver outstanding levels of customer service whilst working within all contracted SLAs
  • Ensure all SLA targets are met and work to deliver against established and agreed KPIs for issue resolution and fault finding
  • Establish a method for identifying first time fix rate setting targets for expected achievement
  • Ensure all incidents contain complete and detailed information maintaining data quality for the purposes of reporting within both Incident and Problem Management
  • Maintain and update the operational Risk Register and drive Service Improvement with the creation and maintenance of all CSIPs
  • Identify, create and develop improvements to processes and work instructions relating to all aspects of issue management, excluding enhancement requests
  • Work to improve customer perception and conduct company approved surveys to provide evidence of working service improvement initiatives
  • Work with the bid and sales team on contract re-negotiations and new procurements.

Skills and experience

The post holder must have knowledge/experience of: 

  • ITIL Foundation V3 minimum
  • Working in a Service Desk/Support Environment
  • Creating process and procedures with involvement from other stakeholders
  • Strong written and oral communication skills with high attention to detail
  • Excellent customer relationship and interpersonal skills
  • Management and Resource Allocation
  • Supplier Management

It is desirable for the post-holder to have the following skills:

  • Working knowledge of the IT Healthcare Industry
  • Further ITIL qualifications
  • Experience of working with JIRA


Please apply in writing, sending a covering letter and CV to

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