At a Glance
- Tasks: Lead a team of Service Desk Analysts and manage incident lifecycles for top-notch service delivery.
- Company: Join a dynamic organisation focused on digital service excellence in Norwich or Chelmsford.
- Benefits: Competitive pay, professional development, and a chance to make a real impact.
- Other info: Opportunity for career growth in a supportive and innovative environment.
- Why this job: Be at the forefront of digital service management and enhance your leadership skills.
- Qualifications: Experience in IT service management and strong leadership abilities required.
The predicted salary is between 37000 - 44000 £ per year.
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.
- Manage the full lifecycle of incidents and requests, ensuring quality triage, escalation, and resolution.
- Act as the first point of senior escalation for Band 4-5 Service Desk staff and users.
- Oversee team ticket queues, ensuring SLA compliance and workload distribution.
- Provide technical support and escalation during high-demand periods and Major Incidents (MIs)/Digital Business Continuity Incidents (DCBIs).
- Manage team rotas, provide coaching, and contribute to staff performance and development.
- Ensure quality and currency of team-authored knowledge base articles and specialism ownership.
- Coordinate with SACM and project teams to ensure smooth service transitions and configuration updates.
- Lead service improvement initiatives and identify recurring issues for problem management.
- Monitor compliance with IG, security, and audit requirements across Service Desk operations.
- Deputise for the Service Desk Manager and other managers as required, and produce operational performance reports.
- Contribute 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.
Digital Service Desk Team Leader in Chelmsford employer: Randstad Technologies Recruitment
At Randstad Technologies, we pride ourselves on fostering a dynamic and supportive work environment that empowers our employees to thrive. As a Digital Service Desk Team Leader in Norwich or Chelmsford, you will benefit from comprehensive training and development opportunities, ensuring your professional growth while contributing to meaningful digital service initiatives. Our commitment to service excellence and team collaboration creates a culture where your contributions are valued, making us an exceptional employer for those seeking a rewarding career in IT support.
Contact Details:
Randstad Technologies Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Service Desk Team Leader in Chelmsford
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Digital Service Desk Team Leader role.
✨Tip Number 2
Prepare for the interview by practising common questions related to team management and incident resolution. We suggest doing mock interviews with friends or using online resources to boost your confidence and nail those tricky questions.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've managed teams or improved service delivery. We want to hear about your successes and how you can bring that experience to our team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Digital Service Desk Team Leader in Chelmsford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Digital Service Desk Team Leader role. Highlight your experience in managing teams, handling incidents, and ensuring SLA compliance. We want to see how your skills match what we're looking for!
Showcase Your Leadership Skills:In your application, don’t forget to showcase your leadership skills! Talk about your experience in coaching and mentoring team members, as well as any successful service improvement initiatives you've led. We love seeing how you can inspire others!
Be Clear and Concise:When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your achievements and experiences.
Apply Through Our Website:Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Randstad Technologies Recruitment
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to service desk operations and incident management. Familiarise yourself with ITIL principles, as they’ll likely come up during the interview. Being able to discuss specific examples of how you've handled incidents or escalations in the past will show that you’re the right fit for the role.
✨Showcase Your Leadership Skills
As a Digital Service Desk Team Leader, you'll need to demonstrate your ability to manage and mentor a team. Prepare examples of how you've successfully led teams, managed performance, and contributed to staff development. Highlight any experience you have with coaching or conducting appraisals, as this will be crucial for the role.
✨Communicate Effectively
Strong communication skills are key in this position. Practice articulating your thoughts clearly and concisely. Be ready to discuss how you would handle customer complaints or manage expectations during high-pressure situations. Showing that you can maintain professionalism while resolving issues will set you apart.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about potential challenges you might face in the role, such as managing SLA compliance or handling major incidents, and prepare your responses. This will demonstrate your readiness to tackle real-world issues effectively.
