At a Glance
- Tasks: Lead a team providing first-line IT support and ensure top-notch service delivery.
- Company: Join the East of England Ambulance Service NHS Trust, a vital healthcare provider.
- Benefits: Flexible working options, career development, and a supportive work environment.
- Other info: Work in a diverse region with opportunities for growth and innovation.
- Why this job: Make a real difference in emergency services while developing your leadership skills.
- Qualifications: Experience in IT support and team management is essential.
The predicted salary is between 26159 - 31972 £ per year.
Digital Service Desk Team Leader | East of England Ambulance Service Trust
Company
Company: East of England Ambulance Service NHS Trust
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, andaccurate 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 andother 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.
- 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 anddevelopment.
- Ensuring quality and currency of team-authored knowledge base articles and specialism ownership.
- Coordinating with SACM and project teams to ensure smooth service transitions andconfiguration updates.
- Leading service improvement initiatives and identifying recurring issues for problem management.
- Monitoring compliance with IG, security, and audit requirements across Service Deskoperations.
- Deputising for the Service Desk Manager and other managers as required, andproducing operational performance reports.
- Contributing to Trust-wide digital service initiatives, including governance and continuous improvement
You’ll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision.
We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests.
We therefore welcome flexible working requests.
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.
- This advert closes on Monday 31 Aug 2026
- East of England Ambulance Service NHS Trust
- #J-18808-Ljbffr
Digital Service Desk Team Leader | East of England Ambulance Service Trust in Chelmsford employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Service Desk Team Leader | East of England Ambulance Service Trust in Chelmsford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Service Desk Team Leader | East of England Ambulance Service Trust in Chelmsford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
