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Head of Service Desk

La Fosse is currently recruiting for a Head of Service Desk to join one of the leading healthcare brands in the UK in a newly created role, supporting over 8,000 users.

This is a new, interim IT service desk position, reporting directly to the CIO and joining the senior IT leadership team. Its purpose is to create a marked improvement in the standard of IT service desk including field engineers, supporting over 8000 colleagues in 85 hospitals and care homes and head office functions across England and Wales. The objective is to measure current performance and perception, to rapidly implement quick wins and establish foundational best practices for the future strategic growth. The intended outcome is a dramatic, measurable improvement of process, practice and perception, including for service desk colleagues and for colleagues using the IT services.

Location: Remote

Contract: 6 Months - Outside IR35

Remuneration: up to £450 per day

Your role as a Head of Service Desk

  • Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Ensures that service level requirements are determined and that service level agreements, contracts and negotiations with customers and underpinning parties are agreed.

  • Ensures that identified actions to maintain or improve levels of service are implemented. Initiates and implements procedures for resolution of conflict or contention for service, setting clear priorities such that both foreseeable incidents and unforeseen conflicts are resolved in a professional and responsible manner.

  • Prepares proposals to meet forecast changes in the levels or types of services. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.

  • Oversees and monitors overall service provision and colleague satisfaction feedback. Provides direction to operational staff to enable and maintain effective service delivery.

  • Leads the development and implementation of organisational frameworks for complaints, service, of the colleague service and/or service desk function.

  • Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained, including the ITSM tools (currently SysAid).

Ideally to be successful as a Head of Service Desk

  • Significant, high-quality experience improving service desk standards and best practices (ITILv4) - must know what an 'excellent' service desk looks and feels like in a multi-site environment.

  • Kindness to operate in a very people driven mental health sector, still overcoming the challenges of the Covid era (experience of working in a people sector welcome though not necessary).

  • Able to think quickly, with integrity and respect to colleagues, and able to implement at breath-taking pace.

  • Team player at senior levels and at staffing levels.

  • High level of intelligence and diligence, with an eye for detail.

Sound interesting? Please do apply directly for more detail.