ICT Service Desk Manager

Job summaryTransforming Patient Care Through Digital InnovationAt Betsi Cadwaladr University Health Board (BCUHB), our vision is to "Transform patient care, safety and outcomes through digital technology and innovation, enhancing the way we work across the organisation."We are on an ambitious journey to reshape our ICT Service into a customer-first, digitally enabled function that delivers exceptional value to patients, staff and services. As part of this transformation, we are seeking an experienced and motivated Service Desk Manager to lead our Service Desk Team and drive service excellence across the Health Board.About the RoleAs ICT Service Desk Manager, you will:Lead the ICT Service Desk Team, supporting over 19,500 users and managing more than 30,000 network devices.Ensure the efficient operation, management, and continuous improvement of the ICT Service Desk.Lead the Service Desk Team in sustaining and further developing our 4-star Service Desk Institute (SDI) accreditation, driving continuous improvement in service excellence.Monitor KPIs, SLAs, and customer satisfaction, implementing improvements where needed.Collaborate with other ICT teams and stakeholders to support digital transformation across BCUHB.Champion best practices in service delivery and customer support.Main duties of the jobWhat We're Looking For -We're looking for a proactive, results-driven leader who:Has significant experience in ICT Service Desk leadership or wider contact centre knowledge & experience.Demonstrates excellent communication, influencing, and problem-solving skills.Is passionate about service improvement and digital transformation.Can empower and develop their team to meet evolving organisational needs.Essential Qualifications & ExperienceDegree level education or equivalent experience.ITILv3 or ITILv4 certification.Proven track record in service desk operations and leadership.Experience in healthcare ICT service provision is desirable.Desirable QualificationsSDI Service Desk Manager Certification.PRINCE2 or equivalent project management qualification.Microsoft certifications (e.g., MCSE, MCSP).About usIf you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.The ability to speak Welsh is desirable for this post; applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.Job descriptionJob responsibilitiesWhat We Offer -In addition to a competitive salary, we offer:Up to 34 days annual leave plus bank holidays.Generous employer pension contributions.Agile and flexible working options.Membership of the British Computer Society.Car leasing and Cycle to Work schemes.Opportunities for continuous professional development.Ready to shape the future of digital healthcare in North Wales?Apply now and be part of a team thats making a real difference.You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.Person SpecificationQualificationsEssentialMeets all essential criteria as per attached job description/person specificationDesirableMeets all desirable criteria as per attached job description/person specificationExperienceEssentialMeets all essential criteria as per attached job description/person specificationDesirableMeets all desirable criteria as per attached job description/person specificationSkills & AttributesEssentialMeets all essential criteria as per attached job description/person specificationDesirableMeets all desirable criteria as per attached job description/person specificationOtherEssentialMeets all essential criteria as per attached job description/person specificationDesirableMeets all desirable criteria as per attached job description/person specificationDisclosure and Barring Service CheckThis 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.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Employer detailsEmployer nameBetsi Cadwaladr University Health BoardAddressSt Asaph Business Park87 Bowen CourtSt AsaphLL17 0JEUnited Kingdom