Service Desk Manager - Scotland

£50-60k DOE + £5k bonus + benefits - hybrid home/office (Dundee) - Technical Support
Ref: 443 Date Posted: Wednesday 24 Nov 2021
LinkedIn ShareShare

We need an experienced Service Desk Manager to lead the support team of one of the UK’s leading healthcare software solutions groups, ensuring customers receive an excellent customer experience at all times. This role offers a great opportunity to have real impact and to be instrumental in taking the Service Desk to the next level.
You’ll be leading a team of c. 20 made up of Service Desk Team Leaders and Analysts to provide exceptional levels of IT support and service to GP, Shared Care, Primary Care, CCG and NHS trust customers across the UK.

About the role

It’s a challenging role, offering you the opportunity to really shape the Service Desk from the ground up, supporting and developing the team, along with reviewing the desk through completely fresh eyes to make any necessary strategic changes and approaches to improve performance and service delivery.

You’ll position the desk as a valued part of the business, becoming part of the wider business process using your team’s reporting and data intelligence to help influence product design and improved services.

Your skills and experience….

We’re looking for an experienced Service Desk Manager used to running a desk ideally (but not essentially) within the software or healthcare sector. You’ll have a good understanding of industry standards and approaches (such as Agile) and be used to working to contractual SLA’s and KPI’s.
You’re a naturally positive and proactive person, a real people person; able to inspire and develop a team to achieve and deliver their best. You’re approachable and relatable, with strong communication skills.

  • Able to drive change and influence enhanced performance with the team and wider organisation.
  • Demonstrates calmness and composure under stress and uncertainty, inspiring the same in the team.
  • The ability to multi-task and work comfortably under pressure, able to identify issues and work to resolve them in partnership with business leaders.
  • Strong organisational skills; able to prioritise, manage multiple projects and meet deadlines.
  • A creative and strategic thinker, with strong problem-solving and decision-making skills, with the ability to challenge and present new ideas and solutions.

What they offer

This role offers a great opportunity to have real impact and to be instrumental in taking the Service Desk to the next level. You’ll be the ‘face of service’, dealing with internal and external stakeholders of all levels up to Director, meeting customers and national bodies across the UK

It’s a friendly, supportive and focused working environment, where you’ll be part of a wider UK team who take great pride in what they do and the positive impact their products and solutions have on a huge range of healthcare services across the country.

Along with a competitive salary, there’s an excellent range of benefits - including a matched pension scheme, health cash plan and a well-being allowance.

Other info

This is a permanent full time role.
Hybrid working – part home, part Dundee office.
Salary package: £50-60k DOE, plus bonus and a great range of other benefits.


If this sounds like the right new job opportunity for you, please apply online now with your CV.

Not quite right for you? You can register here and receive updates on our latest opportunities, access your profile at any time, set up your preferences and keep track of your applications