Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview The End User Technology (EUT) Team provides services and support to all staff within Guy’s and St Thomas’ NHS Foundation Trust (GSTT). The customer base consists of both clinical and non-clinical departments and encompasses users with a wide range of IT skills, services and technology requirements. EUT has two main functions; the Support functions that provide a second level support service resolving individual issues, and the Enterprise function that provides a more holistic third level service concentrating on issues and problems affecting the whole organisation. These functions exist as one team in order to provide the best level of continuity and service for the customer base. The team is a cross-functional unit where all members of staff participate in all operational aspects of the team. The focus is on resolution of incidents and service requests in line with Service Level Agreements whilst providing an excellent standard of customer service at all times. This is a proactive role so good customer-facing skills are of paramount importance. Support is currently provided on 8am-6pm, Monday-Friday shift basis, but there is a strong likelihood that this team will move to providing 24x7 support in the near future. We are looking for a team leader for newly established position. As such we are looking for team leaders with previous management experience. The role is to support the desktop team as we prepare to enable IT and upgrade Windows 10 and get ready for our new EHR. Main duties of the job In your application please state your relevant experience in IT support roles in large organisations, the size and number of staff managed and also supported. Services provided by this team: Second level software support service for Windows Desktop Operating System and associated applications including: Internet Explorer, Microsoft Office, Outlook client, clinical and non-clinical Trust applications Second level hardware support service for desktop and laptop hardware technologies including: HP Second level mobile devices support service for iPad, iPhone and Samsung Second level hardware and software support for standalone and networked printers and Multi-Functional Devices including: HP, Ricoh, Zebra Second level hardware and software support for a variety of peripherals and medical devices Second level user support including account administration, profile configuration and access management Supporting the implementation of new End User Technology catalogue items and services and the integration of technologies and services provided by 3 rd parties Please note this role would require someone to be office based at either St Thomas' or Guys hospital sites. For further details please email Shweta Madaan - EUT Manager - [email protected] Working for our organisation Guy's and St Thomas' NHS Foundation Trust comprises five of the UK's best known hospitals - Guy's, St Thomas', Evelina London Children's Hospital, Royal Brompton and Harefield, all with a long history of high quality care, clinical excellence, research and innovation. We have a long tradition of clinical and scientific achievement and - as part of King's Health Partners - we are one of England's eight academic health sciences centres, bringing together world-class clinical services, teaching and research. We provide treatment for people with heart and lung disease, including rare and complex conditions, offering some of the most sophisticated treatment that is available anywhere in the world. Our integrated approach to caring for patients from before birth, through childhood, adolescence and into adulthood and old age has been replicated around the world and has gained Royal Brompton and Harefield an international reputation as a leader in heart and lung diagnosis, treatment and research. We have around 22,700 staff, making us one of the largest NHS Trusts in the country and one of the biggest employers locally. We strive to recruit and retain the best staff as the dedication and skills of our employees lie at the heart of our organisation and ensure that our services are of the highest quality, safe and focused on our patients. Detailed job description and main responsibilities The main duties are outlined within the Job Description, but the core aspects of the role are: The End User Technology Team Leader is responsible for the day to day delivery of support of the Trust’s End User Technology customer base. The position holder will manage and be the technical lead for a small team, interacting with customers remotely and on site and playing a large part in maintaining the professional image of the IT department. The End User Technology Team Leader will be responsible for managing and ensuring that outcomes are delivered in line with the department’s SLAs and all risks are managed effectively, ensuring priority issues and both technical and management escalations are effectively triaged and resolved. This role will interact closely with the End User Technology Enterprise team to establish the root cause of incidents, communicate relevant information and disseminate appropriate technical updates to the End User Technology Support team. The role is responsible for the efficient and effective delivery of the services provided by the EUT Team . Person specification Experience Essential criteria Significant experience as an End User Technology or Desktop Support team leader in a large organisation with proven experience of maintaining a broad product portfolio Microsoft Office including 365 Full line and team management experience of a small team including leading, developing, motivating, coaching and application of formal staff management policies Relevant experience of working in a service management focused environment maintaining service in line with Service Level Agreements Desirable criteria In depth experience of providing IT operational services within the NHS or comparable 24hr/365 days service Experience in the use of Service Management systems (Incident, Change, etc) Skills Essential criteria Highly customer focused Excellent written and verbal communication skills – can explain complex requirements in a clear and concise manner Desirable criteria In depth knowledge and demonstrable technical skills in wired and wireless network infrastructure Knowledge/Qualifications Essential criteria Understanding of Service Management Systems (Incident, Change, etc) ITIL v3 Foundation Qualification Proven time management skills Desirable criteria Other recognised ICT qualification Other MCP qualifications Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Shweta Madaan Job title End User Technology Manager