Helpdesk and Switchboard Manager

Join our team at 2gether Support Solutions as a Service Desk Manager and be at the centre of a critical service providing support to both 2gether Support Solutions and the Trust (East Kent Hospitals University Foundation Trust). As the service desk manager, you will be accountable for ensuring the highest level of customer care and satisfaction at all times to both 2gether Support Solutions colleagues and East Kent Hospitals University NHS Foundation Trust staff. A busy and varied environment, the team currently handle approximately 31,000 calls per week., As someone with excellent analytical and problem-solving skills, you will be responsible for dealing with incidents and issues raised requiring clarification of any service desk process. You will develop and plan the future improvement of the service desk function and be responsible for ensuring all ancillary services that interface with the service desk - e.g. business continuity, emergency planning or IT etc have up to date processes and procedures, ensuring all are implemented and adhered to. The role will be responsible for the leadership of a team of up to 35 - 40 colleagues, ensuring all service delivery KPIs are being met., · To manage the Service Desk team, ensuring effective service provision to 2gether and EKHUFT whilst delivering team efficiency and measuring performance (working to KPI's and SLAs).
· Identify and implement changes arising from performance data, whilst identifying service improvements and changes. Developing and maintaining formal procedures for consistency and productivity.
· Review, monitor and revise policies and procedures for the Service Desk alongside 2gether and EKHUFT staff.
· Monitor service desk activity levels and provide data on trends, reporting statistics and any other management information required.
· Undertake effective resource management across the team, reviewing the team composition in line with forecast work requirements, making changes as appropriate to maximise performance, motivation and effectiveness.
· Staff management of the team, including conducting appraisals, absence management and training and development.
· Manage Service Desk budget as agreed with the Head of Facilities.
· Participate in an on-call rota to support facilities services via telephone or on-site., As a business we take pride in providing excellent support to our employees, our customers and their patients, pulling together as one team to care and find solutions that make a difference for those we support.
You will get a benefits package including:
+ 26 days holiday increasing to 28 after 3 years + bank holidays
+ Contribution to relevant professional memberships
+ Opportunity to buy or sell up to 10 days annual leave
+ Company Pension
+ Onsite childcare facilities
+ Cycle to Work Scheme
+ Employee Assistant Programme with Health Assured
+ Life Assurance scheme
2gether Support Solutions is an Arm's Length Body which is fully owned by the East Kent Foundation Health Trust. The business plays an important part in the delivery of vital services across the hospitals within the region. As an equal opportunity employer, we are fully committed to ensuring equality, diversity and inclusion and the elimination of unlawful and unfair discrimination. We welcome applications from all backgrounds and abilities to encourage a diverse and inclusive workforce representing our local communities.

Due to the nature of the service covering a 24/7 period, you will be required to work a shift pattern: 37.5 hours per week Monday to Friday, with the requirement to occasionally work weekends and evenings / nights to support the service desk team., · Ideally educated to Diploma level, working towards Degree Level (or equivalent experience).
· Management experience in a complex multi service environment.
· Experience managing a business unit, responsible for delivering customer service and compliance with policies and legislation.
· Practical experience of conducting quality audits to monitor client / customer satisfaction, with a strong customer focus.
· Ability to balance multiple priorities simultaneously, adapting to the changing needs of the business whilst meeting deadlines.
· Ability to consistently achieve via their team service delivery requirements, including KPIs.