Job summary
- Main area
- ICT Management
- Grade
- Band 6
- Contract
- Fixed term: 11 months (End date will be 3rd August 2026)
- Hours
- Full time
- Part time
- Job share
- Flexible working
- Compressed hours
- Job ref
- 246-COR7281186 -A
- Employer
- Norfolk and Suffolk NHS Foundation Trust
- Employer type
- NHS
- Site
- Hellesdon Hospital
- Town
- Norwich
- Salary
- £38,682 - £46,580 gross per annum (pro rata).
- Salary period
- Yearly
- Closing
- 21/09/2025 23:59
Employer heading
Service Desk Supervisor
Band 6
Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.
We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience
Please note, NSFT uses tools to screen any applications generated by Artificial Intelligence (AI).
Job overview
The Service Desk is the single point of contact for all ICT related incidents and service requests. The goal of the Service Desk is to facilitate the restoration of normal operational service with minimal business impact on the Trust within agreed service levels and clinical / business priorities. The Service Desk also provides a mechanism for users to request and receive pre-defined; pre-authorised standard services, for example, new starters, new hardware requests, and / or new software requests.
The Service Desk Supervisor will be part of the Service Desk Team working as deputy to the Service Desk Manager by line managing members of the team, training new starters and ensuring quality of the team’s work; as well as assisting in the duties of the Service Desk Analysts.
Main duties of the job
The primary duties of the role are to:
- Line manage approximately half of the department's ICT Service Desk Analysts
- Provide training and mentorship to new starters within the team
- Lead on Quality Assurance activities within the team
- Allocation of work duties to ICT Service Desk Analysts
- Deputise for the Service Desk Manager, when necessary.
Working for our organisation
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you’ll never be far from the beautiful coastline or Broads National Park. We’re an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Detailed job description and main responsibilities
Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed
Person specification
Qualifications
Essential criteria
- ITIL4 Foundation or equivalent best practise qualification or experience working in an ITIL environment
- Degree level qualification within ICT field or relevant experience.
Desirable criteria
- Comptia A+ or equivalent technical qualification
Experience
Essential criteria
- Professional ICT Support experience
- People Management or Leadership experience
Desirable criteria
- Quality Assurance experience
Skills
Essential criteria
- Customer Service Skills
- Team Working Skills
- Conflict Resolution Skills
Desirable criteria
- Performance management skills
- Leadership Skills
Knowledge
Essential criteria
- ICT Best Practise Knowledge
Desirable criteria
- The NHS and it’s Operational Structures
Other
Essential criteria
- Detail Orientated
- Calm and cool headed
Employer certification / accreditation badges
.png "National Preceptorship for Nursing Quality Mark")
Documents to download
Further details / informal visits contact
- Name
- James Moulding
- Job title
- ICT Service Desk Manager
- Email address
- [email protected]
- Telephone number
- 07765456413
- Additional information
Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed
List jobs with Norfolk and Suffolk NHS Foundation Trust in Administrative Services or all sectors