Digital Services Service Desk Team Supervisor

South London and Maudsley NHS Foundation Trust

Digital Services Service Desk Team Supervisor The closing date is 09 March 2026

An exciting opportunity has arisen for an experienced Service Desk Team Supervisor to work in the Service Desk team which is part of the Digital Services Service Delivery function.

This post requires a high level of discretion, the ability to work unsupervised and a proactive approach. The post holder will deputise for the IT Service Delivery Manager in their absence on matters concerning the IT Service Desk Service.

Main duties of the job The post holder will work day to day management and supervision for the provision of a robust Service Desk service meeting the needs of customers both internal to IT and external to the Trust, and will be accountable to the Workspace Manager for the supervision of the Digital Services Service Desk staff and first level contact to users of the Trust.

The post holder will lead in the provision of customer support, interfacing and maintaining business and supplier relationships.

The post holder will need to ensure that there is up-to-date record keeping, ensuring all data recorded is accurate and creates an audit trail. Any information recorded on the IT Service Desk / Estates & Facilities systems is complete, accurate, valid and timely.

The post holder will need to be able to provide weekly reporting into the IT Operational Meeting as well as provide updates to the Digital Services Workspace Manager when required.

As one of the few Trusts in London we are proud to offer flexible working as part of our new ways of working, and we are happy to talk flexible working at the interview stage. In this role you will be able to work Monday to Friday in the time frames from 08:00 to 18:00 - you may also be required to work on the out of hours rota, giving you the very best of good work life balance.

About us We are a small dynamic, hardworking team based in the Bromley and Beckenham area.

St Paul's House, Bromley - a small office located in Bromley within walking distance from Bromley South railway station (Zone 5). Close to the high street and green spaces of Churchill Gardens and Martins Hill Open Space.

Job responsibilities Key Responsibilities:

• Supervisory responsibility for the Digital Services Service Desk Function
• Appraisals for all Digital Services Service Desk staff
• Manage day-to-day relationships and request fulfilment with the users of the Trust.
• Monitor and manage user requests and incidents, escalating customer survey satisfaction responses if required.
• Line Management of the IT Service Desk Operatives/Analysts providing call handling management and 1st Level technical support.
• Provide empowerment, coaching and motivation to the IT Service Desk team, to delivery service.
• Implement documentation and knowledge articles to improve the IT Service Desk, including assessment of impact across or within services outside of the function.
• Follow the ITIL method of Service Desk to include: Single Point of contact (SPOC), Single Point of entry, Single Point of exit, Easier for customers, Streamlined communication channel, Incident Control: Life-cycle management of all service requests, Communication: keeping customers informed of progress and advising on workarounds, Key Performance Indicator (KPI) establishment and reporting.
• Supervise the IT Service Desk for day-to-day monitoring and KPI reporting.
• Assist in ensuring adherence to process and policies for successful delivery by the team and or for the service.
• Assist in managing asset inventories and its component lifecycles.
• Display confidence and provide outstanding service, mentoring team staff and providing advanced troubleshooting as required.
• Assist in the adoption of incident and problem management and to act as the central point-of contact for service escalation, ensuring Workspace Manager is kept informed.
• Ensure adequate and regularly tested continuity plans are available to be used in the event of a disaster.
• Assist other IT Teams as needed in an efficient and effective manner.
• Produce weekly reporting statistics as needed to feed into the IT Operational Meeting.
• Undertake any other reasonable duties as negotiated with the Deputy Director of IT.

The above indicated the main duties of the post, which may be reviewed in the light of experience and developments within the Service. Any review will be undertaken in conjunction with the post holder.

Communication Communicate effectively, both formally and informally with stakeholders across the Trust and external suppliers.

Assist in the establishment of effective communication on all aspects of user support between other IT Service Desk functions and the wider business.

Negotiate with users, including clinicians and managers.

Ensure all communication is clear and concise and contains no technical jargon when communicating with the business.

Human Resources Motivate IT Service Desk Staff, provide training and adherence to policies and procedures, assist in performance reviews, line management of the Digital Services Service Desk Team, manage NHSP system for contractual staff, responsible for completing E Rostering, lead the full recruitment process for the Service Desk team.

Planning Assist in predicting trends based on reporting, performance, KPIs, SLAs and OLAs to enable delivery of high standard of service, to develop and maintain standards of ITIL compliance.

Delivery of Service Deliver Digital Services Service Desk services to the Digital Services department and Trust taking ownership and resolving requests in line with policy, procedures, SLA and OLA requirements. Assist with change management within the team, ensuring change requests to systems are adequately reviewed to ensure minimum negative disruption and successful delivery.

Produce reports/dashboards from the Digital Services Service Desk, highlighting improvements and weaknesses.

Develop a training plan to increase 1st line resolution, create/manage and review best solutions to request management and create a central working knowledge base.

Ensure stretch targets are met in terms of call answering and call resolution for IT Service Desk, ensure team is equipped with the necessary skills and resources to meet changing and increasing demands on the service.

Playing a pivotal role in performing the current State review/gap analysis of the existing ticketing tool and working with an external vendor to align with our support requirements.

Participating in monthly external supplier review calls to assess the service level agreements and explore and provide opportunities for improvements.

Review the current support process and identify the potential scope of improvements in line with Trust guidelines to enhance the end user experiences.

Support on the Joiners, Movers and Leavers automation process, to support the business and operational managers to understand business process change and benefits realisation during the implementation of Digital Services.

Providing helpful and considered analysis of processes and Digital Services capabilities to support service priorities.

Work with service delivery management, review proposed benefits and risks in new/redesigned processes, confirms acceptance criteria for these processes, and ensures that they are properly documented in the business justification.

IT Security Assist in the adoption of good practice in line with ITIL, Information Governance Toolkit and CfH recommendations for IT Solution procedures and practice. Report and record breaches of security to the Trusts Data Protection and IT Security Lead.

Other Provide support to staff within different functions of the IT Department, ensure all IT Service Desk staff have professional development plans, documentation kept up to date, supervise the resolution of any complaints / requests that arise or escalating accordingly, liaise with managers and peers on IT Services.

Leadership Undertake learning and practice in the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others, identify goals and objectives and motivating and leading others towards their achievement, undertake study, learning and, where possible, practice in IT concepts and techniques external to own function, increase and maintain currency of knowledge of broader IT issues through reading, attending seminars or conferences, special studies, temporary assignments etc.

Behavioural Skills Meet targets and fulfilling agreements even when adverse circumstances prevail, understand the needs, objectives and constraints of those in other disciplines and functions, work co-operatively (rather than competitively) with others to achieve the goals of the Trust.

Person Specification Qualifications

• Educated to a degree level or equivalent plus knowledge, skills and experience
• Awareness of ITIL v3
• ITIL v3 Foundation

Experience, Knowledge and Skills

• Good working knowledge of Microsoft Office applications and other common desktop software as antivirus and productivity
• Evidence of further professional development
• Sufficient and appropriate experience of providing 1st/2nd level Operational Services support in a corporate networked environment
• Ability to produce / maintain clear precise records (A/I)
• Understanding of Service Level / Operational Level Agreements and their usage (A/I)
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