At a Glance
- Tasks: Lead a team of Service Desk Analysts and manage incident life cycles.
- Company: Join a dynamic organisation focused on digital service excellence.
- Benefits: Competitive pay, professional development, and a supportive work environment.
- Other info: Opportunity for career growth in a fast-paced tech environment.
- Why this job: Make a real impact by improving digital services and leading a talented team.
- Qualifications: Experience in IT support and strong leadership skills required.
The predicted salary is between 37000 - 44000 £ per year.
Job Summary
- Provide line management and supervision for band 4 and 5 Service Desk Analysts, including appraisals, development plans, and performance management.
- Manage the full life cycle 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 life cycle: 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 in Chelmsford employer: Randstad Technologies
At Randstad Technologies, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Norwich or Chelmsford that fosters professional growth and development. Our commitment to employee well-being is reflected in our supportive culture, where team leaders are empowered to mentor and guide their colleagues, ensuring a collaborative atmosphere that prioritises service excellence and continuous improvement. Join us to be part of a forward-thinking team that values innovation and provides opportunities for meaningful contributions to digital service initiatives.
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! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to the Digital Service Desk role. Think about how you'd handle high-pressure situations or manage team dynamics. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your leadership skills! When chatting with potential employers, highlight your experience in managing teams and improving service delivery. Share specific examples of how you've driven performance and resolved issues in past roles.
✨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 and engaged with our platform.
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, emphasise your leadership and mentoring abilities. Talk about how you've supported team members in their development and how you've managed performance. We love seeing candidates who can inspire and guide others!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your experience and achievements.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Randstad Technologies
✨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 are crucial for this role. Being able to discuss specific examples of how you've handled incidents or escalations in the past will really impress the interviewers.
✨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.
✨Communicate Effectively
Communication is key in this role, so practice articulating your thoughts clearly and professionally. Be ready to discuss how you would handle user complaints or manage expectations during high-demand periods. Showing that you can maintain professionalism under pressure will set you apart.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about potential challenges you might face in this role, such as managing SLA compliance or resolving complex issues, and prepare structured responses that showcase your approach to these situations.
