- 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.
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