End User Services Team Lead

Internal Opportunity: End User Services Team LeaderDivision: CorporateLocation: Primarily on-site – Derby and DHU sites across the MidlandsWorking Hours: 37.5Band: Band 6Lead the team that keeps DHU colleagues connected.An exciting internal opportunity has arisen for an End User Services Team Leader to join DHU Healthcare’s Digital team.This role would suit an experienced DHU Digital colleague who is ready to step into a leadership role, or an existing team leader with strong experience in end-user support, field services, workload coordination and service delivery.The End User Services Team Leader is responsible for the day-to-day control, quality and coordination of DHU’s End User Services Engineers. The role maintains close oversight of engineer activity, tickets at risk, waiting work, handovers, site coverage and user commitments.This is primarily a site-based role, combining day-to-day team leadership with enough hands-on technical involvement to support service delivery, escalations and operational priorities.As End User Services Team Leader, you will:Run short daily meetings covering priorities, high-impact work, handovers, site coverage, supplier dependencies and risksHold structured weekly meetings with engineers to review tickets, notes, waiting work, commitments, assets, rotas and improvement actionsAllocate and rebalance work based on patient and operational impact, urgency, location, service targets and engineer capabilityReview active, aged, reopened and stalled incidents and requestsEnsure tickets have meaningful notes, ownership, next actions and user updatesManage rotas, leave, sickness, travel, training, project activity and day-to-day coverageCoordinate site presence across Orbis, Birch, QUAD and other DHU sites where requiredOversee deployments, equipment recovery, stock, spares, asset discrepancies and planned refresh activityProvide coaching, one-to-ones, quality feedback and development supportProvide hands-on support for difficult, sensitive or time-critical user-device and field incidentsEnsure engineers apply ServiceNow and ITIL-aligned standardsEscalate infrastructure, supplier, capacity, safety and service risks earlyWe are looking for someone who has:A relevant Level 4 qualification or equivalent practical experience in end-user computing, desktop support or field servicesEvidence of continued technical and leadership developmentSignificant experience in second-line, desktop, field engineering or end-user supportExperience coordinating engineers, workloads, rotas or multi-site support activityExperience managing tickets through their full lifecycle in a structured ITSM environmentExperience supporting devices, Microsoft 365, printers, peripherals, mobiles and user connectivityStrong day-to-day team leadership, workload allocation and rota-management skillsExcellent customer-service and communication skillsStrong prioritisation and judgement based on patient and operational impactThe ability to coach engineers and address weaker performance fairly and promptlyThe ability to travel regularly across DHU sites in the Midlands and work primarily on siteWhy apply internally?This is a strong development opportunity for someone ready to lead others, improve service quality and help shape how End User Services support colleagues across DHU.You will have the opportunity to influence how work is prioritised, how engineers are supported and how Digital services are experienced by colleagues every day.For you, benefits that work.As a DHU colleague, you’ll continue to have access to benefits that support your health, happiness and future, including:Access to the NHS pension scheme Wellbeing support Flexible working options Career growth and development opportunities Access to learning and development through DHU AcademyReady for your next opportunity?If you are organised, calm under pressure and ready to lead a busy technical support team, we’d love to hear from you.