EUC Operations Team Leader

The purpose of this Team Leader position is to oversee and manage key areas within LTHT's End User Compute function, within Leeds Teaching Hospitals Trust (LTHT).

Main duties of the job include:

• Line management, mentoring and development of direct reports working on those areas.
• Working with the EUC Operations Manager within DIT to contribute to good practice (e.g. ITIL based) IT service management.
• Undertaking the day-to-day management of respective section; allocating/monitoring of EUC-assigned Service Desk tickets to Team members and prioritising workload in an ever-changing environment.
• First point of contact for all relevant EUC tickets (incidents and work requests appertaining to the installation, maintenance and repair of Informatics hardware and software) raised via the Informatics Service Desk, ensuring appropriate timescales are achieved, communicating and liaising with the Service Desk and other DIT Technical Services departments accordingly.
• Overall responsibility to ensure that all tickets are resolved to the satisfaction of the end user, obtaining and monitoring regular feedback from both users of the service and members of the team on all aspects of the service delivery to maintain quality and encourage innovation.
• Liaising with third-party hardware and software vendors; reporting issues, warranty queries, obtaining spare parts, etc.
• Implementing appropriate Informatics policies and procedures within the working area and ensuring that they are adhered to and maintained.
• Liaising with other directorates and departments as required to ensure the smooth running of the Informatics department.
• Acting as a lead specialist in the area of EUC, able to problem-solve complex EUC issues.
• Responsible for the production and maintenance of EUC standard operating procedures (SOPs) that improve efficiency and overall service.
• Providing advice and support on the safe use of highly complex and costly Informatics equipment around the Trust, producing technical documentation and user guidance as appropriate.
• Consulting and assisting in defining EUC strategy and the ongoing development of new EUC standards, policies, and procedures.
• Liaising with departments within the Trust regarding software and hardware requirements and providing advice and assistance with procurement and associated procedures.
• Proposing, chairing and leading meetings internal and external to the department ensuring EUC interests are represented and obligations met.
• Providing supervision and support to Team members; Team building, coaching and staff motivation; undertaking continuous evaluation of members of the team using appropriate performance management tools, dealing with disciplinary matters as they arise; completion and review of staff appraisals.
• Ensuring staffing levels are maintained to provide adequate cover during hours of service; staff rotas and monitoring of leave, ensuring adherence to the associated absence management policies.
• Ability to work using own initiative and without supervision, making decisions based on departmental and Trust guidelines, ensuring that procedures are always adhered to.
• Deputising for the EUC Operations Manager during periods of absence.

About us: The Leeds Teaching Hospitals NHS Trust is committed to delivering the highest quality and safest treatment and care to every patient, every time. Our vision is to provide the highest quality specialist and integrated care. We will do this through delivery of our multi-year goals and strategic priorities, which you can read about on this page. Central to it all is The Leeds Way – our values and behaviours that are at the heart of everything we do.

Person Specification: Qualifications Degree or equivalent in IM.