Job summary
- Main area
- IT Service Desk 2nd Line Team Leader
- Grade
- Band 6
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 267-CS7260991
- Employer
- Oxford Health NHS Foundation Trust
- Employer type
- NHS
- Site
- Littlemore Mental Health Centre
- Town
- Oxford
- Salary
- £38,682 - £46,580 per annum
- Salary period
- Yearly
- Closing
- 31/08/2025 23:59
Employer heading
IT Service Desk 2nd Line Team Leader
Band 6
Oxford Health NHS Foundation Trust has been rated as Good by the Care Quality Commission (CQC).
We are a responsive and innovative Foundation Trust that places our values of Caring, Safe and Excellent at the heart of everything we do. We take great pride in our staff and believe that investing in you is key to us achieving our vision of outstanding care delivered by outstanding people.
We work with a wide range of partner organisations to deliver care and support to people in their own homes and from a number of hospitals and community bases. We focus on delivering care as close to home as possible for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.
We actively support anti-racism, equality, diversity, and inclusion so, if you’re excited about this job opportunity and you meet our Trust values, but feel unsure about applying, then please get in touch and we will be happy to have a conversation with you.
We are also committed to increasing diversity in the workforce, that is why we actively encourage applications from those groups of people who are currently under-represented, which include amongst others: people with disabilities; men from all socio-economic backgrounds; people from diverse ethnic backgrounds; and people from the LGBTQIA+ community.
Good luck and we hope to hear from you.
Job overview
We are recruiting for an IT Service Desk 2nd Line Team Leader to join our IM&T Team based at Littlemore Mental Health Centre in Oxford.
You'll be leading a team of five technicians providing a high level of 2nd line support to our customer base across the Trust for desktops, laptops, mobile devices, peripherals, and systems in accordance with our Service Level Agreement.
As the key escalation point for all technician queries, you'll be the primary interface with other IT resolving groups, leading on incident management, ensuring processes are being correctly applied and escalated to the appropriate management team.
You'll use your expertise to detect, diagnose and resolve customer issues remotely to increase efficiency and produce metrics with applicable statistics for senior management that can be reviewed and used to inform service improvements.
If you have a technical background, experience of working within a service desk and enjoy complex problem solving for a wide customer base, we would love to hear from you!
This is a full-time role with travel required across various sites within our Trust. Applicants must have a full valid driving licence and have access to a vehicle for work. Adjustments can be considered in line with the Equality Act 2010 where required.
Main duties of the job
- Lead, organise and motivate the 2nd line technical team, responding to service level agreements and meeting customer needs in a timely and professional manner.
- Recruit, train and appraise the team along with organising the on-call out of hours Rota.
- Produce for the service desk manager and other senior management performance and statistics that can be reviewed and input to service improvements.
- To interface with our third party providers service desks in a professional manner and to escalate and resolve third party issues with the appropriate teams.
- Ensure all team documentation is developed, maintained and published in accordance with departmental standards.
Please refer to the job description attached for a comprehensive list of duties.
Working for our organisation
Oxford Health NHS Foundation Trust provides physical, mental health and social care for people of all ages across Oxfordshire, Buckinghamshire, Swindon, Wiltshire, Bath and North East Somerset.
Our services are delivered at community bases, hospitals, clinics and people’s homes, delivering care as close to home as possible
Our vision is that no matter who you are or where you are, you will tell us that you receive: “Outstanding care delivered by an outstanding team”
Our values are: “Caring, safe and excellent”
At Oxford Health we offer a wide range of benefits designed to support your career and wellbeing. These include:
- Excellent opportunities for career progression
- Access to tailored individual and Trust wide learning and development
- 27 days annual leave, plus bank holidays, rising to 33 days with continuous service
- NHS Discount across a wide range of shops, restaurants and retailers
- Competitive pension scheme
- Lease car scheme
- Cycle to work scheme
- Employee Assistance Programme
- Mental Health First Aiders
- Staff accommodation (please note waiting lists may apply)
- Staff networking and support groups hosted by our Equality, Diversity & Inclusion team
Detailed job description and main responsibilities
We hope that the advert has given you a clear understanding of the skills we are seeking and the opportunity at hand. You will need to use the “supporting statement” element of your application form to demonstrate your suitability for this role and you should refer to the job description, person specification and the guidance notes attached to this role to help you tailor your application.
The essential and desirable criteria will be used to shortlist for interview and you should ensure that you refer to these within your application to increase your chances of being selected for interview.
Person specification
Knowledge
Essential criteria
- Extensive knowledge of Microsoft Office Applications and OS, including in-depth troubleshooting.
- Previous knowledge of working on an IT Service Desk
- Knowledge of IT Service Desk Systems and Processes
- Extensive working knowledge of desktop/laptop hardware, including in-depth troubleshooting
Desirable criteria
- Extensive technical troubleshooting experience of 0365 and Windows OS
Qualifications
Essential criteria
- Evidence of formal education or experience (Degree or A Level or equivalent)
- Microsoft Accreditation Certification
Desirable criteria
- ITIL Service Management (Foundation)
Experience
Essential criteria
- Previous Experience of working in an IT support role
- Extensive experience of troubleshooting in an IT customer facing environment
- Previous experience of establishing positive relationships, communication and influence at all levels, both with colleagues and customers
- Proven ability of organisation skills, attention to detail, meeting deadlines and service level agreements
- Excellent interpersonal and communications skills, both written and verbal.
- Experience of leading a service desk team
Desirable criteria
- Previous experience of managing people
- Previous experience of Change management
- Previous NHS Experience
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Umar Mahmood
- Job title
- IT Service Desk Manager
- Email address
- [email protected]
- Telephone number
- 07385415812
- Additional information
At Oxford Health NHS Foundation Trust we want to employ people not just with experience, but with the aptitude and motivation to succeed and whose values resonate with our own.
Therefore, if you don’t meet all the requirements of the role and are unsure about applying but are excited about the opportunity, please do get in touch. We will be happy to discuss the requirements in more detail ahead of making a written application.
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