Service Desk Manager - Turn Around, Process Improvement - Healthcare - Essex
Large, complex distributed UK Healthcare Organisation undergoing significant transformation across their core business systems urgently require a dynamic Interim Service Desk Manager with a demonstrable background in Turn Arounds', Process Improvement, Continuous Improvement, remove failure demand & create sustainable service. Coaching the Team throughout
Challenging & varied role involving:
Actioning backlog. Establish a reliable picture of incoming demand, open work, age, priority, ownership and blockers. Triage the backlog.
Improve daily working practices. Put in place clear queues, ownership, escalation routes, handovers, knowledge management, quality checks and a manageable daily operating rhythm. Coach the team to make sound decisions and finish work.
Raise resolution at first contact. Give analysts the knowledge, access, scripts and authority to resolve more issues during the initial interaction. Particular attention to issues affecting colleagues
Remove failure demand. Identify repeat contacts, reopened tickets, poor handoffs, incomplete fixes and recurring incidents. Work with application owners, infrastructure teams and suppliers to solve underlying problems rather than repeatedly processing their symptoms.
Prevent avoidable contacts. Use ticket patterns to identify opportunities for better training, clearer guidance, improved system design, automation and proactive intervention. Work with operational and change teams to act on those findings.
Manage performance constructively. Set clear standards for productivity, quality and customer communication. Address underperformance promptly, recognise strong performance, and establish an accountable team culture.
Prepare for acquisitions and system change. Ensure projects include realistic support forecasts, service readiness, knowledge
Service Desk Manager - Turn Around, Process Improvement - Healthcare in Chelmsford employer: TALENT LEADERS
As a leading UK health services provider, we pride ourselves on our innovative approach and strong values culture, making us an excellent employer for those looking to make a meaningful impact in healthcare IT. Our dynamic work environment in Colchester offers ample opportunities for professional growth, alongside competitive benefits and a supportive team atmosphere that encourages collaboration and success in delivering national IT projects. Join us to be part of a forward-thinking organisation that values your contributions and fosters your development.
