IT Service Desk Team Leader

We are seeking an enthusiastic and self-motivated individual to join our IT Service Desk, committed to delivering an excellent support experience and driving continual service improvement.You will work collaboratively across teams, communicating effectively and showing care in every interaction to ensure colleagues receive timely and professional assistance. Strong interpersonal and technical skills are essential, along with experience supporting a large, multi-functional organisation. Team Leader experience is desirable.This will include but not be limited to the following activities: The post holder will be expected to provide 1st Line support to the Trust for all users via telephone or remote assistance, supporting operating systems and all associated applications as well as providing support on laptops and mobile devices. Be the initial point of escalation for Service Desk staff, dealing with any grievances sensitively, avoiding further escalation where possible. Previous candidates need not apply.This role is not eligible for sponsorship.Week commencing 8 December 2025We care We communicate We collaborate We contribute“- NHS Survey, 2024. They feel supported in their employers making reasonable adjustments to help them carry out their work, rating an 82.9%''This role will report to the Service Desk Manager and is responsible for the day to day running of the internal facing IT Service Desk.The post holder will undertake a range of technical support duties as required by customers of the Service Desk service and will be the escalation point for IT Service Desk staff.The role is required to assist the Service Desk Manager lead and drive the operational performance of the IT Service Desk staff against agreed Service Level Agreements (SLAs), to ensure support provided to customers is consistent, of high quality, follows all agreed processes and guidelines and to ensure policies and procedures are followed. You will be required to champion and promote the IT Department as well as the IT Service Desk.To assist the Service Desk Manager with the management of the IT Service Desk, to provide a comprehensive and effective IT support service to Milton Keynes University Hospital based on the ITIL methodology. The post-holder will contribute in the role of ITIL Incident Manager. Will be expected to take an active role in the management and development of Service Desk staff. Ensuring continuous service improvement particularly in relation to quality, productivity and responsiveness.Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a “Good” rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.Further investment is underway, including the construction of Oak Wards – a new ward block featuring two 24-bed wards – and the recently approved Women and Children’s Centre, set to open by 2030.Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -For further information about Milton Keynes please visit - Visit Milton KeynesFor further details / informal visits contact: Name: Lynne Scofield Job title: IT Service Desk Manager Email address: lynne.scofield@mkuh.nhs.uk