IT Service Desk Team Leader

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IT Service Desk Team Leader

The closing date is 02 December 2025

We are seeking an enthusiastic and self motivated individual to join our IT Service Desk, committed to delivering an excellent support experience and driving continual service improvement.

You will work collaboratively across teams, communicating effectively and showing care in every interaction to ensure colleagues receive timely and professional assistance. Strong interpersonal and technical skills are essential, along with experience supporting a large, multi functional organisation. Team Leader experience is desirable.

This will include but not be limited to the following activities:

• Provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices.
• Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible.
• Act as an escalation point for IT Service Desk staff.
• Assist the Service Desk Manager with the management of the IT Service Desk, to provide a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology.
• Contribute in the role of ITIL Incident Manager.
• Take an active role in the management and development of Service Desk staff, ensuring continuous service improvement, particularly in relation to quality, productivity and responsiveness.

Previous candidates need not apply.

This role is not eligible for sponsorship.

Main duties of the job

"NHS Survey, 2024. They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%"

This role will report to the Service Desk Manager and is responsible for the day to day running of the internal facing IT Service Desk.

The post holder will undertake a range of technical support duties as required by customers of the Service Desk service and will be the escalation point for IT Service Desk staff.

To assist the Service Desk Manager with the management of the IT Service Desk, to provide a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology. The post-holder will contribute in the role of ITIL Incident Manager.

About us

Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.

As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.

We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state of the art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.

Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24 bed wards - and the recently approved Women and Children's Centre, set to open by 2030.

Job responsibilities

This will include but not be limited to the following activities:

• Provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications, and providing support on laptops and mobile devices.
• Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible.
• Assist the Service Desk Manager with the management of the IT Service Desk, providing a comprehensive and effective IT support service based on the ITIL methodology.
• Act as an ITIL Incident Manager.
• Support a wide range of applications, including but not limited to a Patient Administration System / Electronic Patient Record (PAS/eCARE), Pathology System, Radiology System, Office suite, and internally developed applications.
• Provide expert support on hardware, including laptops and mobile devices, on occasion.
• Assist with the creation and ongoing maintenance of Standard Operating Procedures, self help documentation, and Service Desk request forms.
• Communicate progress of logged incidents, problems and changes; assist with communication to key stakeholders and system owners during major incidents.
• Guide users through complex problems and provide training, both remote and face to face, and document best practice.

Person Specification Qualifications and knowledge

• Evidence of continual personal development.
• Knowledge of service delivery / process management.
• ITIL Foundation qualified and significant practical knowledge and experience of effectively implementing and managing an ITIL based Service Desk.

Experience

• Significant experience in the IT industry.
• Knowledge and experience of a busy IT Service Desk environment.
• Sound understanding of current IT standards, capabilities and developments in desktop, network, server, storage and applications technology.
• Demonstrable experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment.
• Previous experience working in a Customer Service / Service Desk role.
• Previous experience of using Service Desk Management Tools.
• Previous experience of using Microsoft administration tools.
• Experience in a team lead role.
• Experience of providing an IT Service within an acute hospital.

Skills

• Excellent planning and organisational skills with the proven ability to produce work to a high standard without supervision.
• Sound analytical and problem solving skills.
• Ability to form excellent relationships, influence and negotiate effectively in order to deliver results and commitment to customer service.
• Commitment to continuous professional development personally.
• Ability to work without direct supervision.
• Proven ability to communicate with all levels of staff.

Personal and people development

• Ability to remain calm and composed in high pressure situations.
• Self motivated and able to work to tight deadlines with a flexible approach to work.
• Able to form good working relationships with staff in the Trust and partner organisations.
• Willing to develop own skills and knowledge.
• Ability to work as a member of a team.
• Excellent interpersonal skills.

Communication

• Ability to interpret and communicate complex technical information to both technical and non technical staff.
• Ability to communicate effectively to both clinical and non clinical staff at all levels throughout the organisation.
• Requires excellent communication skills, both verbal and written, and the ability to communicate effectively, both formally and informally to all levels of staff.

Specific requirements

• Able to perform the duties of the post with reasonable aids and adaptations.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Milton Keynes University Hospital NHS Foundation Trust

£31,049 to £37,796 a year Per annum, pro rata