IT Service Desk Customer Team Lead

Newcastle, Staffordshire
Acacium Group

IT Service Desk Customer Team LeadCHS Healthcare (part of Acacium Group)

Newcastle under Lyme (hybrid remote, 2 days office based)

Monday – Friday, 9am – 5pm Permanent, Full Time

£30,000-35,000 per annum – DOE

Unlock your potential

Due to the continuing success within CHS Healthcare and in support of our ambitious growth strategy, we are seeking to appoint a IT Service Desk Customer Team Lead to oversee the performance of our software service desk.As our IT Service Desk Customer Team Lead you will oversee the performance of our software service desk, ensuring continual improvement in our service to customers and maintaining positive engagement. Reporting into the IT & Transformation Director this is very much a hands-on role. You will be implementing service support standards, developing common systems and processes based on industry best practice. Working closely with Internal and External stakeholders to agree design and functionality for the software we develop and offer to different clients.

CHS Healthcare is a trusted provider to the NHS since 1995, we are the UK’s largest independent provider in hospital discharge management and continuing healthcare services across all four NHS regions in England. We are a dynamic and expanding company, bringing together the NHS, social care, providers and families to provide a committed and patient focused service.

Every day you will

• Lead by example in promoting a new team culture which delivers excellent customer service
• Be responsible for the development and management of the Service Desk team which consists of around 10 members
• Oversee individual and overall KPI’s, set performance standards, and introduce new approaches to becoming more customer focused
• Keep your team motivated and engaged
• Drive customer improvements and work alongside the software account management team

What’s in it for you?

We love exceptional people, and in return, we offer an exciting place to work, with a wide range of benefits, rewards and opportunities to grow your career, including:

• Dedication to developing you and your career- we can give you the tools, guidance and support you need to be successful
• Progression and development opportunities within a global business made up of over 20 different brands – there are no limits for you!
• Endless learning & development opportunities at your fingertips, including fully funded qualifications
• Opportunities to work from home
• Gym Flex- discounted gym memberships, UK-wide
• Regular events and incentives
• Discounted Tastecard membership
• Reward Portal, offering discounts on shops, restaurants and bars
• Free flu vaccinations
• Cycle to Work scheme
• Life Assurance, Critical Illness Cover and Private Medical Insurance
• Annual company holiday for top performers

Join us and make a difference!

If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is the UK’s largest healthcare staffing and solutions partner and specialise in the healthcare, social care, and life sciences industries. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do – Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part of shaping the future of society and improving people’s lives!

To thrive in this role, you will have

• Proven ability in delivering an excellent service to external customers
• Experience in leading a service desk team against clear performance targets
• Calm leadership qualities and able to remain composed when under pressure
• An ability to deliver information to customers in a clear manner, adjusting language to suit the audience in a written and verbal format
• An understanding of IT infrastructure when engaging 3rd line teams in incident resolution

Our Inclusion Commitment

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.