Digital Service Desk Team Leader

Job overview

The Digital Service Desk Team Leader is responsible for overseeing the operational delivery of the Trust’s first-line IT support function, ensuring a responsive, customer-focused service that meets agreed SLAs and ITIL-aligned best practices.

As the direct line manager for the Service Desk Analysts and Senior Service Desk Analysts, the post holder provides day-to-day operational and developmental leadership to the team, including queue and rota management, workload planning, performance review, and mentorship. They are also the primary escalation point for any technical or service issues arising within the Service Desk.

The role involves close collaboration with SACM, Infrastructure, project teams, and other Digital Services colleagues to ensure service continuity, smooth transitions from project to BAU, and accurate capture of asset and configuration data.

The Team Leader plays a vital role in staff development, coaching, and continuous improvement of the Digital Service Desk function, while also deputising for the Service Desk Manager and other Digital managers where required.

This role has participation in an on-call rota as required.

Whilst this post is based in Chelmsford, regular travel to Norwich and other sites will be required.

Main duties of the job

• 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

Detailed job description and main responsibilities

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to apply Step 1 - Read the advert and the Job Description and Person Specification (attached) Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification. Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.