Deputy Support Centre Manager

Overview

An exciting opportunity has arisen for a dynamic and motivated individual to apply for the post of Deputy Support Centre Manager (Band 7) managing a Support Centre comprising South West London and St Georges Mental Health Trust's Contact Centre, IT Service Desk, and Facilities Help Desk as part of a Digital Services (IT) Team.

Role Overview

The post holder will lead on Incident Management, managing critical high-priority major IT incidents and deputising for the Support Centre Manager on digital service improvements.

Key Responsibilities

• Lead and develop the highest levels of professional, customer-focused service in the Support Centre.
• Monitor and report on SLA performance for the Support Centre team to ensure targets are met.
• Manage the workload and development of the Support Centre team.
• Provide first-line IT support in accordance with Service Level Agreements (SLA).
• Manage and process Incident Management (ITIL) and Service Desk.
• Design and implement service processes and documentation for the Support Centre team.
• Manage third-party performance against SLAs, addressing issues of poor performance.

Qualifications and Experience

• Proven track record in a management role with experience in IT service delivery.
• Strong understanding of ITIL principles and incident management.
• Excellent communication skills with the ability to engage with stakeholders effectively.
• Ability to mentor and support team members in their development.

Skills

• Strong leadership and team management abilities.
• Analytical skills for assessing performance and demand.
• Proficiency in technology and a keen interest in industry advancements.

Benefits

• Flexible working options to support work-life balance.
• Career development opportunities.
• A variety of benefits that foster a positive working environment.

South West London and St Georges Mental Health Trust's Commitment

South West London and St Georges Mental Health Trust is proud to belong at South West London and St George’s Mental Health NHS Trust, where South West London and St Georges Mental Health Trust aim to provide the best quality care for those with mental ill-health. South West London and St Georges Mental Health Trust strive to be inclusive and diverse, actively promoting anti-racism and attracting individuals from all backgrounds.