237592-Infrastructure Team Leader (Customer Support)

The Role

The Service Desk Team Leader is responsible for leading and managing a team of service desk analysts and User Provisioning administrators to provide exceptional technical support and customer service. They oversee the service desk operations, ensuring efficient delivery of IT support services and adherence to service level agreements. The Service Team Leader fosters a positive work environment, develops, implements policies and procedures, and promotes a customer-centric approach. They stay updated with industry trends, identify opportunities for process improvement and automation, and collaborate with stakeholders to enhance service quality. The role requires strong leadership, communication, and problem-solving skills, along with knowledge of IT service management frameworks and tools.

Additional Information Specific to the Role - The Service Desk Team Leader plays a critical role in ensuring the smooth and efficient operation of the service desk function within the organization. This position is responsible for overseeing a team of service desk analysts and User Provisioning admin, ensuring that they provide exceptional technical support and customer service to internal users or external clients.

The role encompasses several key areas:

1. Team Leadership and Management

2. Service Desk Operations

3. Customer Service Excellence

4. Technology and Process Enhancement

This job purpose description serves as a general outline and may be adapted or modified to align with specific organizational requirements.

NHS Lanarkshire

Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire!

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.

What we'll need you to bring

• The post holder will be educated to degree level or equivalent and have proven experience in management/supervision of an IT support service.
• The post holder will have an in-depth experience and knowledge of PC software and Clinical systems in use within NHSL.
• Ideally the post holder should have proven experience in respect of delivering an IT support service.
• Leadership skills to enable the day to day management of service delivery.
• Further education/evidence of Continuous Professional Development in area of speciality including study days/courses/post graduate qualification.
• The post holder will possess excellent team-working/leadership skills and have the ability to motivate others and work using own initiative.
• The post holder must be able to prioritize their own work and that of other staff within their support function and be able to plan between competing priorities mindful of the impact of IT support decisions on the day to day operation of services.
• The post holder must be able to document and communicate their work plans to others including other IT support staff.
• The post holder must be experienced in the use and support of all Microsoft PC operating systems and Microsoft Office software.
• The post holder must be able to drive and have a current UK driving license.

Please note for all vacancies where a driving licence is required this must be a full UK/EU/EEA licence.

It would be great if you also have

• Experience in a complex Technical Support role within an IT department
• Proven track record in the regular use of Microsoft desktop products such as MS Office, Visio etc. in order to produce reports for service monitoring
• Proven ability to manage the administrative and service delivery aspects of a high-pressure IT System Support Service covering around 14,000 end users.
• Proven ability to deliver work objectives on own initiative
• Proven ability to work effectively with both technical and non-technical colleagues at all levels within and external to the organisation
• Proven relationship and performance management skills
• Extensive specialist demonstrable and extensive experience in an IT Systems related discipline
• Specialist technical knowledge across complex IT systems products and practices understanding current needs and acknowledging industry trends
• Familiar with the principles and methods of project management
• Working knowledge of NHS Scotland's eHealth legislation, policies and regulatory guidance
• Experience presenting to groups of technical staff on an individual basis
• Excellent listening, communication and interpersonal skills.
• Effective time management skills

Contract type

• Permanent
• Full time
• 37 hours

Location and Working Pattern

This role will be based in Digital within Kirklands - NHSL Headquarters

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

Whilst this advertisement may be for a specific post(s) in a particular location, applicants who are shortlisted for interview may be considered for similar vacancies in alternative locations.

Looking to find out more?

If you're looking to find out more, then we would love to hear from you!

Please contact Mick Miller eHealth Customer Service Manager on

For enquiries regarding the application form or recruitment process, please contact David Murray, Recruitment Administrator on

Please remember to include the job title and reference number in your email

Why NHS Lanarkshire?

Join us and you will discover a supportive environment where you will have the chance to add to your skills and further your career.

Some of NHS Lanarkshire's benefits include:

• A minimum of 27 days annual leave increasing with length of service
• A minimum of 8 days of public holidays
• Membership of NHS Pension Scheme, with life insurance benefits (for more information on the NHS Pension Scheme visit the Scottish Public Pension)
• Paid sick leave increasing with length of service
• Occupational health services
• Employee counselling services
• Work-life Balance policies and procedures

NHS Lanarkshire have a range of support services on topics that can impact both on your working and personal life including occupational health, spiritual care and independent counselling. This support can be accessed using the links on this page.

Further Information

For more information on the role, please refer to the Job Description. If you're looking for more information on the recruitment process, organisation or the services we provide, please refer to our information pack, or our recruitment webpage.

Additional Information for Applicants

• Posts close at midnight on the indicated date. However, if there are a high level of interest in this position, we may close the advert once sufficient applications are received. Please complete and submit your application early.
• For help to complete an application on Jobtrain please follow this link:
• Please check your e-mail regularly (including junk & spam folders) as well as your Jobtrain account for updates.
• We recommend using the Internet Browser "Google Chrome" or "Microsoft Edge" when using Jobtrain
• Once you have submitted your application form you will be unable to make any amendments

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.

Candidates should provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools, or other third-party assistance to generate, draft, or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies. Failure to comply with this requirement may result in your application being withdrawn from the application process.

Right to Work within the UK

NHS Lanarkshire has a legal obligation to ensure that it does not employ any worker who has not been granted the relevant permission to work in the UK.

We are required to check the entitlement to work in the UK of all prospective employees, regardless of nationality or job category. UK Visas & Immigration rules are available at the UK government site.

Prospective applicants are encouraged to check eligibility in advance of applying for vacancies in NHS Lanarkshire.

Please note that all Band 1 and Band 2 posts are not eligible for sponsorship through the Skilled Worker route.