Digital Service Desk Manager

Description:

Join CWPT’s Digital Team to lead and develop a talented service desk team supporting the implementation of a new Electronic Patient Record (EPR) system. This pivotal role will shape service delivery and enhance user experience across the Trust.

Key Responsibilities:

• Deliver a customer-focused Digital Service Desk for all service users.

• Manage a team of IT Engineers and Service Desk agents, overseeing workload allocation.

• Manage incidents and service requests using ITIL processes and ITSM tools.

• Develop staff and continuously improve processes within the service desk.

• Use performance reports, audits, and feedback for continual service improvement.

• Collaborate with other Digital staff to ensure smooth delivery and consumption of digital services.

• Engage with clinical and non-clinical staff regarding digital service requirements or issues.

• Align Service Desk operations with Digital’s Service Design and Strategy.

• Assist the IT Front Office Manager in delivering End User Compute services and access to clinical and non-clinical systems.

Organization Profile:

CWPT provides a wide range of physical, mental health, learning disability, and autism services across Coventry, Warwickshire, and beyond. The Trust emphasizes compassionate, collaborative, excellent, and respectful care, supporting both patients and staff with strong wellbeing initiatives and development opportunities.

Employee Benefits Include:

• Generous and increasing annual leave entitlement.

• Comprehensive learning and development programs, including apprenticeships and mentoring.

• Salary sacrifice schemes (lease car/vehicle, Cycle to Work, home electronics, gym memberships).

• Employee discounts and assistance programs.

• Wellbeing support including counselling services and helplines.

• Inclusive staff networks and support groups.