Digital Service Desk Team Leader

Digital Service Desk Team Leader

Type: Contract Inside IR35

Location: Norwich OR Chelmsford

Mod of Work: Onsite

The successful candidate will provide line management and supervision for band 4 and 5 Service Desk Analysts, managing the full lifecycle of incidents and requests, and ensuring service level compliance. The role also includes technical support during high‑demand periods, driving continuous improvement, and contributing to Trust‑wide digital initiatives.

• Provide line management and supervision for band 4 and 5 Service Desk Analysts, including appraisals, development plans, and performance management.
• Manage the full lifecycle of incidents and requests, ensuring quality triage, escalation, and resolution.
• Act as the first point of senior escalation for Band 4–5 Service Desk staff and users.
• Oversee team ticket queues, ensuring SLA compliance and workload distribution.
• Provide technical support and escalation during high‑demand periods and Major Incidents (MIs)/Digital Business Continuity Incidents (DCBIs).
• Manage team rotas, provide coaching, and contribute to staff performance and development.
• Ensure quality and currency of team‑authored knowledge base articles and specialism ownership.
• Coordinate with SACM and project teams to ensure smooth service transitions and configuration updates.
• Lead service improvement initiatives and identify recurring issues for problem management.
• Monitor compliance with IG, security, and audit requirements across Service Desk operations.
• Deputise for the Service Desk Manager and other managers as required, and produce operational performance reports.
• Contribute to Trust‑wide digital service initiatives, including governance and continuous improvement.

• Oversee incident lifecycle: ensure timely triage, classification, and escalation of incidents and service requests.
• Monitor dashboards: proactively monitor ITSM/ESM wallboards and reports, addressing delays or SLA risks.
• Act as the escalation point for complex, urgent, or high‑profile issues from Band 4–5 staff.
• Facilitate resolution: coordinate with infrastructure, applications, and SACM teams to expedite resolution.
• Oversee queues: monitor team queues for SLA compliance, overdue tickets, and quality of documentation.
• Drive performance: ensure workload distribution is effective and team performance metrics are met.
• Quality assurance: review tickets for accuracy, resolution quality, and adherence to process.
• Provide reporting: produce routine and ad hoc performance reports for the Service Desk Manager.

• Promote service excellence: ensure high standards of communication and professionalism in all interactions.
• Manage expectations: communicate delays or risks to users and stakeholders in a timely and constructive manner.
• Resolve complaints: investigate and respond to user complaints or dissatisfaction, escalating only when necessary.
• Provide reports of customer complaints and their resolutions to the Service Desk Manager, to facilitate process changes and team learning.

• Line manage Band 4 and Band 5 Service Desk Analysts, including performance reviews and development planning.
• Manage rotas: plan and maintain resourcing rotas to ensure adequate coverage of core service hours.
• Support development: coach, mentor, and support team members in their professional growth.
• Deputise as needed: act as deputy for the Service Desk Manager and other Digital managers as required.

• Support service delivery: provide senior technical support as needed, especially during high‑demand periods.
• Manage escalations: review and ensure timely escalation of unresolved or incorrectly triaged incidents.
• Collaborate with ITIL functions: work with Service Desk, ITIL, and SACM Managers to ensure service quality.

Randstad Technologies is acting as an Employment Business in relation to this vacancy.