Betsi Cadwaladr University Health Board
ICT Service Desk Manager
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Job Overview
Transforming Patient Care Through Digital Innovation
At Betsi Cadwaladr University Health Board (BCUHB), our vision is to “Transform patient care, safety and outcomes through digital technology and innovation, enhancing the way we work across the organisation.”
We are on an ambitious journey to reshape our ICT Service into a customer-first, digitally enabled function that delivers exceptional value to patients, staff and services. As part of this transformation, we are seeking an experienced and motivated Service Desk Manager to lead our Service Desk Team and drive service excellence across the Health Board.
About The Role
As ICT Service Desk Manager, you will:
- Lead the ICT Service Desk Team, supporting over 19,500 users and managing more than 30,000 network devices.
- Ensure the efficient operation, management, and continuous improvement of the ICT Service Desk.
- Lead the Service Desk Team in sustaining and further developing our 4-star Service Desk Institute (SDI) accreditation, driving continuous improvement in service excellence.
- Monitor KPIs, SLAs, and customer satisfaction, implementing improvements where needed.
- Collaborate with other ICT teams and stakeholders to support digital transformation across BCUHB.
- Champion best practices in service delivery and customer support.
Main duties of the job
What We’re Looking For
We’re looking for a proactive, results-driven leader who:
- Has significant experience in ICT Service Desk leadership or wider contact centre knowledge & experience.
- Demonstrates excellent communication, influencing, and problem-solving skills.
- Is passionate about service improvement and digital transformation.
- Can empower and develop their team to meet evolving organisational needs.
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Essential Qualifications & Experience
- Degree level education or equivalent experience.
- ITILv3 or ITILv4 certification.
- Proven track record in service desk operations and leadership.
- Experience in healthcare ICT service provision is desirable.
Desirable Qualifications
- SDI Service Desk Manager Certification.
- PRINCE2 or equivalent project management qualification.
- Microsoft certifications (e.g., MCSE, MCSP).
Working for our organisation
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.
Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
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The ability to speak Welsh is desirable for this post; applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
What We Offer
In addition to a competitive salary, we offer:
- Up to 34 days annual leave plus bank holidays.
- Generous employer pension contributions.
- Agile and flexible working options.
- Membership of the British Computer Society.
- Car leasing and Cycle to Work schemes.
- Opportunities for continuous professional development.
Ready to shape the future of digital healthcare in North Wales?
Apply now and be part of a team that’s making a real difference.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications
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Desirable criteria
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Experience
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- Meets all essential criteria as per attached job description/person specification
Desirable criteria
- Meets all desirable criteria as per attached job description/person specification
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