Job Description

• Role : Digital Service Desk Team Leader
• Type : Contract Inside IR35
• Location: Norwich OR Chelmsford
• Mod of work : Onsite

JOB SUMMARY

Key Responsibilities:

• Provide line management and supervision for band 4 and 5 Service Desk Analysts, including appraisals, development plans, and performance management.
• Managing the full lifecycle of incidents and requests, ensuring quality triage, escalation, and resolution.
• Acting as the first point of senior escalation for Band 4-5 Service Desk staff and users.
• Overseeing team ticket queues, ensuring SLA compliance and workload distribution.
• Providing technical support and escalation during high-demand periods and Major Incidents (MIs)/Digital Business Continuity Incidents (DCBIs).
• Managing team rotas, providing coaching, and contributing to staff performance and development.
• Ensuring quality and currency of team-authored knowledge base articles and specialism ownership.
• Coordinating with SACM and project teams to ensure smooth service transitions and configuration updates.
• Leading service improvement initiatives and identifying recurring issues for problem management.
• Monitoring compliance with IG, security, and audit requirements across Service Desk operations.
• Deputising for the Service Desk Manager and other managers as required, and producing operational performance reports.
• Contributing to Trust-wide digital service initiatives, including governance and continuous improvement.

Ticket and Queue Management

• 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.
• Senior escalation: 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: Responsibility for monitoring 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.

Customer Service and Communication

• 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.

Team Management and Mentoring

• Line management: Line manage Band 4 and Band 5 Service Desk Analysts, including performance review 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.

Technical Support and Service Delivery

• 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.