At a Glance
- Tasks: Lead a team of Service Desk Analysts and manage incident lifecycles.
- Company: Join a dynamic education organisation in Chelmsford or Norwich.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for career growth and involvement in innovative digital initiatives.
- Why this job: Make a real impact by improving digital services and mentoring your team.
- Qualifications: Experience in service desk management and strong leadership skills.
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.
- Act as the escalation point for complex, urgent, or high-profile issues from Band 4-5 staff.
- Coordinate with infrastructure, applications, and SACM teams to expedite resolution.
- Monitor team queues for SLA compliance, overdue tickets, and quality of documentation.
- Ensure workload distribution is effective and team performance metrics are met.
- Review tickets for accuracy, resolution quality, and adherence to process.
- Produce routine and ad hoc performance reports for the Service Desk Manager.
Customer Service and Communication
- Ensure high standards of communication and professionalism in all interactions.
- Communicate delays or risks to users and stakeholders in a timely and constructive manner.
- 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 manage Band 4 and Band 5 Service Desk Analysts, including performance review and development planning.
- Plan and maintain resourcing rotas to ensure adequate coverage of core service hours.
- Coach, mentor, and support team members in their professional growth.
- Act as deputy for the Service Desk Manager and other Digital managers as required.
Technical Support and Service Delivery
- Provide senior technical support as needed, especially during high-demand periods.
- Review and ensure timely escalation of unresolved or incorrectly triaged incidents.
- Work with Service Desk, ITIL, and SACM Managers to ensure service quality.
Digital Service Desk Team Leader. Job in Chelmsford Education & Training Jobs employer: Randstad Technologies Recruitment
As a Digital Service Desk Team Leader in Chelmsford, you will join a dynamic and supportive work environment that prioritises employee development and growth. Our commitment to excellence is reflected in our comprehensive training programmes, collaborative culture, and focus on continuous improvement, ensuring that you have the tools and opportunities to thrive in your role. With a strong emphasis on work-life balance and a vibrant team atmosphere, we offer a rewarding career path for those looking to make a meaningful impact in the digital service landscape.
Contact Details:
Randstad Technologies Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Service Desk Team Leader. Job in Chelmsford Education & Training Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Digital Service Desk Team Leader role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to team management and incident resolution. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've managed teams or improved service delivery in past roles. This will help you stand out as a strong candidate for the Digital Service Desk Team Leader position.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. 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. Job in Chelmsford Education & Training Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Digital Service Desk Team Leader role. Highlight your management experience and any relevant technical skills to show us you're the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how your previous experiences have prepared you for leading a team in a fast-paced environment.
Showcase Your Leadership Skills:Since this role involves managing a team, be sure to include examples of how you've successfully led teams in the past. We want to see your ability to mentor and develop others!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at Randstad Technologies Recruitment
✨Know Your Stuff
Make sure you’re well-versed in the key responsibilities of the Digital Service Desk Team Leader role. Brush up on incident management, ticketing systems, and team performance metrics. Being able to discuss your experience with managing service desk operations will show you’re the right fit.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Think about times when you’ve coached or mentored staff, handled escalations, or improved service delivery. This will demonstrate your capability to lead and develop a team effectively.
✨Communicate Clearly
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and professionally. Be ready to discuss how you manage user expectations and resolve complaints, as communication is key in maintaining service excellence.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Prepare for situations like handling high-demand periods or major incidents. Think through your approach to these challenges, as it will highlight your ability to think on your feet and manage stress.
