Service Desk Manager - Turn Around, Process Improvement - Healthcare - Essex at Talent Leaders, Essex, 6 Months, £450-£595 per day

Service Desk Manager - Turn Around, Process Improvement - Healthcare - Essex

Large, complex distributed UK Healthcare Organisation undergoing significant transformation across their core business systems urgently require a dynamic Interim Service Desk Manager with a demonstrable background in Turn Arounds', Process Improvement, Continuous Improvement, remove failure demand & create sustainable service. Coaching the Team throughout

Challenging & varied role involving:

• Actioning backlog. Establish a reliable picture of incoming demand, open work, age, priority, ownership and blockers. Triage the backlog.
• Improve daily working practices. Put in place clear queues, ownership, escalation routes, handovers, knowledge management, quality checks and a manageable daily operating rhythm. Coach the team to make sound decisions and finish work.
• Raise resolution at first contact. Give analysts the knowledge, access, scripts and authority to resolve more issues during the initial interaction. Particular attention to issues affecting colleagues
• Remove failure demand. Identify repeat contacts, reopened tickets, poor handoffs, incomplete fixes and recurring incidents. Work with application owners, infrastructure teams and suppliers to solve underlying problems rather than repeatedly processing their symptoms.
• Prevent avoidable contacts. Use ticket patterns to identify opportunities for better training, clearer guidance, improved system design, automation and proactive intervention. Work with operational and change teams to act on those findings.
• Manage performance constructively. Set clear standards for productivity, quality and customer communication. Address underperformance promptly, recognise strong performance, and establish an accountable team culture.
• Prepare for acquisitions and system change. Ensure projects include realistic support forecasts, service readiness, knowledge transfer, training, hypercare, supplier arrangements and an agreed route into business as usual support. Challenge changes that would transfer unresolved problems to the desk.
• Leave a sustainable service. Document the operating model, management information, capacity assumptions, improvement backlog and ownership of ongoing actions. Develop the team and hand over a service that its permanent leadership can run.

To be considered - You will have

• A strong record of personally leading a service desk or application support turnaround, with measurable improvements in backlog, resolution times and service quality??
• Experience managing high ticket volumes across several business critical systems & a distributed user base.
• Deep practical understanding of incident, request, problem, change and knowledge management, supported by ITIL expertise. Certification
• Ability to analyse & Act on demand and capacity, distinguish genuinely urgent work from classified tickets, and turn data into daily management decisions.
• Proven ability to improve resolution at first contact and reduce repeat and avoidable contacts.
• Confident people leadership: coaching, setting expectations, managing performance and building trust with a team under pressure.
• Experience in healthcare environment with multiple operational sites distributed widely
• Experience integrating acquired organisations or supporting major system migrations and rollouts.
• Familiarity with business applications such as electronic records, rostering, HR, finance and reporting systems.
• Experience designing service readiness and hypercare arrangements that transition cleanly into ongoing support.

Immediate Start

Shortlisting today

Rate: £450-£595 per Day (*Outside IR35*)

Duration: 6 months +

Location: Essex

Hybrid - 1-2 days a week office