# Digital Service Desk Team Leader > NHS job listing from Job Clerk for East of England Ambulance Service NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/digital-service-desk-team-leader/cc3b55ca-68d0-4bb8-9723-bd6fb531069e - **Markdown:** https://www.jobclerk.com/job/digital-service-desk-team-leader/cc3b55ca-68d0-4bb8-9723-bd6fb531069e.md ## Summary - **Status:** Live - **Employer:** East of England Ambulance Service NHS Trust - **Location:** Chelmsford - **Workplace type:** onsite - **Profession:** Manager and corporate - **Grade:** Band 6 - **Salary:** £39,959 - £48,117 per annum - **Contract type:** Permanent - **Employment type:** Full time - 37.5 hours per week (08:00-18:00 on a rota basis, Monday to Friday excluding bank holidays) - **Closing date:** 2026-08-31T22:59:00.000Z - **Posted:** 2026-08-17T11:00:34.396Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/Norfolk/Chelmsford/East_England_Ambulance_Service_Trust/IT_Service_Desk/IT_Service_Desk-v8211377 - **Application URL:** https://apps.trac.jobs/job-advert/8211377?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.eastamb.nhs.uk ## Job Content ### 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. ## Person Specification ### Skills **Essential** - Excellent leadership and team coordination - Demonstrated ability to manage data quality across IT systems and ensure the accuracy of information captured in tickets, asset records, and configuration items - Strong understanding of ITIL processes (Incident, Request, Change, SACM, Problem etc) - Familiarity with ITSM tools and service metrics - Knowledge of digital governance and data protection standards **Desirable** - Awareness of NHS RA processes and Smartcard management - Familiarity with technical escalation pathways ### Experience **Essential** - Substantial experience (5+ years) a first-line or second-line IT support role or end-user support function - Experience of line management (appraisals, one-to-ones) and coordinating operational support activities - Proven experience in monitoring and managing individual and team performance using KPIs, performance metrics, and service reports **Desirable** - Experience in leading service reviews or implementing service improvements based on performance analysis - NHS or public sector experience ### Qualifications **Essential** - Educated to Level 5/6 or equivalent experience in IT or digital services - Level 5 qualification in leadership or management - ITIL v4 Foundation Certification **Desirable** - Evidence of CPD (Continuing Professional Development) ### EEAST Values and Behaviours **Essential** - Evidence that personal behaviour reflects Trust Values. ### Personal Qualities, Abilites and Attributes **Essential** - Ability to analyse data and prepare service reports - Ability to manage competing priorities - Ability to support service transitions from project to BAU (Business As Usual) - Acts with integrity and professionalism - Commitment to high-quality service - Positive, proactive and collaborative attitude - Ability to work flexibly and adapt to changing priorities - Supports a culture of improvement and inclusivity - Promotes knowledge sharing and team growth - Ability to travel between sites if required (e.g. Chelmsford, Norwich, Bedford) - Willingness to provide occasional cover for SACM or other services as needed ## Documents - [jd - digital service desk team leader (pdf, 552.6kb)](https://www.healthjobsuk.com/documents?vdoc=10518712) - [ps - digital service desk team leader (pdf, 352.6kb)](https://www.healthjobsuk.com/documents?vdoc=10531463) - [effort factors - digital service desk team leader (pdf, 184.6kb)](https://www.healthjobsuk.com/documents?vdoc=10518714) - [dbs employing persons with criminal convictions procedure (pdf, 350.7kb)](https://www.healthjobsuk.com/documents?edoc=1937) - [guidance for applicants - disclosure of criminal convictions (pdf, 210.4kb)](https://www.healthjobsuk.com/documents?edoc=1938) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.