At a Glance
- Tasks: Lead a team of Service Desk Analysts and manage incident lifecycles.
- Company: Join a forward-thinking organisation in Norwich or Chelmsford.
- Benefits: Competitive contract pay, onsite work, and opportunities for professional growth.
- Other info: Be part of a culture focused on continuous improvement and innovation.
- Why this job: Make a real difference by improving digital services and leading a dynamic team.
- Qualifications: Experience in service desk management and strong leadership skills.
The predicted salary is between 37000 - 45000 £ 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.
- 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.
Digital Service Desk Team Leader employer: Randstad Technologies Recruitment
As a Digital Service Desk Team Leader, you will thrive in a dynamic and supportive environment that prioritises employee growth and development. Our company fosters a collaborative work culture in Norwich or Chelmsford, offering comprehensive training and career advancement opportunities, alongside competitive benefits. Join us to make a meaningful impact while enjoying the unique advantages of working in a vibrant location that values innovation and teamwork.
Contact Details:
Randstad Technologies Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Service Desk Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in digital service desks. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to team management and incident resolution. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've managed teams or improved processes. This will help you stand out as a candidate who can drive service improvements.
✨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
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the key responsibilities mentioned in the job description. Highlight your experience in managing teams and handling incidents, as this will show us you’re a great fit for the Digital Service Desk Team Leader role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about leading a service desk team. Share specific examples of how you've improved service delivery or managed high-demand situations in the past – we love hearing about real experiences!
Showcase Your Leadership Skills:In both your CV and cover letter, emphasise your leadership style and how you’ve developed team members. We want to see how you’ve contributed to staff performance and development, so don’t hold back on those success stories!
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’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at Randstad Technologies Recruitment
✨Know Your Team Dynamics
Before the interview, get familiar with the structure of the Service Desk team. Understand the roles of Band 4 and 5 Analysts, and think about how you can effectively manage and support them. Be ready to discuss your experience in performance management and how you’ve successfully developed team members in the past.
✨Showcase Your Incident Management Skills
Prepare examples of how you've handled incidents and requests in previous roles. Highlight your approach to triage, escalation, and resolution. It’s crucial to demonstrate your ability to maintain SLA compliance and manage workloads effectively, especially during high-demand periods.
✨Emphasise Continuous Improvement
Think about specific service improvement initiatives you've led or contributed to. Be prepared to discuss how you identify recurring issues and implement solutions. This shows that you’re proactive and committed to enhancing service quality, which is key for this role.
✨Understand Compliance and Governance
Familiarise yourself with information governance, security, and audit requirements relevant to Service Desk operations. Be ready to discuss how you ensure compliance in your work and how you would uphold these standards in the new role. This will demonstrate your awareness of the importance of these aspects in a digital service environment.
