At a Glance
- Tasks: Lead a dynamic ICT Service Desk Team supporting over 19,500 users and 30,000 devices.
- Company: Join Betsi Cadwaladr University Health Board, the largest health organisation in Wales.
- Benefits: Enjoy a supportive environment with a focus on equality, diversity, and professional growth.
- Other info: Welsh language skills are desirable; applications welcome in both Welsh and English.
- Why this job: Drive digital transformation and service excellence in healthcare, making a real difference.
- Qualifications: Experience in ICT Service Desk leadership and a passion for service improvement required.
The predicted salary is between 37800 - 46200 £ per year.
As 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.
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., 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., Degree 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., SDI Service Desk Manager Certification.
- PRINCE2 or equivalent project management qualification.
- Microsoft certifications (e. g., MCSE, MCSP).
If 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.
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ICT Service Desk Manager employer: Betsi Cadwaladr University Health Board
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and inclusive work environment in the beautiful location of Bangor, UK. With a strong commitment to employee development and clinical excellence, staff are encouraged to grow their skills while contributing to innovative practices in Orthotics. The organisation values diversity and actively promotes a culture where all voices are heard, making it a rewarding place for professionals seeking meaningful careers in healthcare.
Contact Details:
Betsi Cadwaladr University Health Board Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land ICT Service Desk Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Betsi Cadwaladr University Health Board. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Betsi Cadwaladr University Health Board before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace ICT Service Desk Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Betsi Cadwaladr University Health Board:Your cover letter is your chance to shine! Tell us why you want to work at Betsi Cadwaladr University Health Board specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Betsi Cadwaladr University Health Board!
How to prepare for a job interview at Betsi Cadwaladr University Health Board
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
