* Role: Digital Service Desk Team Leader
* Type: Contract Inside IR35
* Location: Norwich OR Chelmsford
* Mod of work: Onsite
JOB SUMMARY
Key Responsibilities:
1. Provide line management and supervision for band 4 and 5 Service Desk Analysts, including appraisals, development plans, and performance management.
2. Managing the full life cycle of incidents and requests, ensuring quality triage, escalation, and resolution.
3. Acting as the first point of senior escalation for Band 4-5 Service Desk staff and users.
4. Overseeing team ticket queues, ensuring SLA compliance and workload distribution.
5. Providing technical support and escalation during high-demand periods and Major Incidents (MIs)/Digital Business Continuity Incidents (DCBIs).
6. Managing team rotas, providing coaching, and contributing to staff performance and development.
7. Ensuring quality and currency of team-authored knowledge base articles and specialism ownership.
8. Coordinating with SACM and project teams to ensure smooth service transitions and configuration updates.
9. Leading service improvement initiatives and identifying recurring issues for problem management.
10. Monitoring compliance with IG, security, and audit requirements across Service Desk operations.
11. Deputising ...