End User Services Team Lead

Job Introduction

Internal Opportunity: End User Services Team Leader

Division: Corporate
Location: Primarily on-site – Derby and DHU sites across the Midlands
Working Hours: 37.5
Band: Band 6

Lead 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 risks
• Hold structured weekly meetings with engineers to review tickets, notes, waiting work, commitments, assets, rotas and improvement actions
• Allocate and rebalance work based on patient and operational impact, urgency, location, service targets and engineer capability
• Review active, aged, reopened and stalled incidents and requests
• Ensure tickets have meaningful notes, ownership, next actions and user updates
• Manage rotas, leave, sickness, travel, training, project activity and day-to-day coverage
• Coordinate site presence across Orbis, Birch, QUAD and other DHU sites where required
• Oversee deployments, equipment recovery, stock, spares, asset discrepancies and planned refresh activity
• Provide coaching, one-to-ones, quality feedback and development support
• Provide hands-on support for difficult, sensitive or time-critical user-device and field incidents
• Ensure engineers apply ServiceNow and ITIL-aligned standards
• Escalate infrastructure, supplier, capacity, safety and service risks early

We are looking for someone who has:

• A relevant Level 4 qualification or equivalent practical experience in end-user computing, desktop support or field services
• Evidence of continued technical and leadership development
• Significant experience in second-line, desktop, field engineering or end-user support
• Experience coordinating engineers, workloads, rotas or multi-site support activity
• Experience managing tickets through their full lifecycle in a structured ITSM environment
• Experience supporting devices, Microsoft 365, printers, peripherals, mobiles and user connectivity
• Strong day-to-day team leadership, workload allocation and rota-management skills
• Excellent customer-service and communication skills
• Strong prioritisation and judgement based on patient and operational impact
• The ability to coach engineers and address weaker performance fairly and promptly
• The ability to travel regularly across DHU sites in the Midlands and work primarily on site

Why 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 Academy

Ready 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.