Software Support / Service Desk - Team Managers

Job Title: Software Support / Service Desk - Team Managers

Location: Leeds

Salary: £25,000-£30,000 per annum dependent on experience

Our client provides remote technical support to GP Practices all over the UK. These GP Practices are using a number of software applications developed by our client.

Choose a career at with our client and be part of a company who are known for delivering systems and solutions that really work for customers - a place where you can develop your potential, learn from the experts in the field and make a real contribution to UK healthcare. Be part of a company whose dedication to creating and implementing successful IT products and services has been recognised in a number of industry awards and be fulfilled by your career.

With a host of experts under one roof we are committed to developing new employees and work hard to encourage creativity, innovation and initiative via internal and external training.

Our clients Support Department are currently recruiting for Software Support Team Managers. As Software Support Team Managers, you will be responsible for providing application support for our primary care software to our clients NHS users

This role would suit a talented IT professional with technical support and customer service experience looking to progress their career with a leading primary care software provider.

As Support Team Managers, you will be responsible for managing the support of our primary care software for our NHS users.

You will lead and motivate the IT support team, ensuring a consistent and high quality level of service and support to our Customers. Additionally, you will be tasked with liaising with third party providers to ensure our IT services are maintained within operational SLAs.

To be considered for this position, you must have:

- Experience in a technical support and customer service role
- Management/Supervisor experience
- Knowledge of ITIL, SLA`s and Service Desk processes

Key Duties & Responsibilities Include:

- Leading a Service Desk team of 8 : 10 in first-line support
- Managing and motivating Service Desk Consultants
- Manage workload and prioritisation within the team
- Effectively communicating internally and external to the company
- Build relationships with third parties
- Improve and drive forward Team and Department changes
- Prepare issues for escalation to development, 2nd / 3rd line teams
- Manage and report against SLAs and assigned targets
- Ensure that the solutions delivered are accepted by customer and manage client stakeholders
- Inform Line Manager of potential problems and risk to business
- Goal setting and performance management of team
- Monitoring staff and organising ongoing staff training

Skills / experience in any of the following would be of benefit:

- ITIL Service Management Version 2 or 3 Foundation Certificate
- NHS and Primary Care
- Networking Technologies (WAN / LAN) Windows 2000/2003
- IIS
- SQL Server Management
- Basic SQL Programming
- Crystal Reports
- Report Writing
- Documentation authoring
- Data analyst skills
- Understanding of firewall and proxy server technologies

What our client offers:

• Starting salary £25,000-£30,000 dependent on experience
• Excellent holiday entitlement, increased through length of service.
• Opportunity for personal development and career progression.
• Opportunity to join the share incentive plan after 12 months service.
• Excellent working environment
• Plenty of team building and socialising events within the Support Department

Please click the APPLY button when sending your CV for this role.

(Keywords; Service Desk Manager, IT Helpdesk Software Manager, Information Technology Infrastructure Library, ITIL, Service Desk, SQL Server Consultant, ITIL Support, IT Support, Networking Manager, Software Support, Software Specialist, Programmer, Software Programmer, IT Manager)