Job Title: Digital Service Desk Team Leader
Location: Norwich or Chelmsford (Hybrid / Base options available)
Job Type: 3-Month Contract (Full-time, 37.5 hours per week)
Salary: Competitive (Dependent on Experience)
About the Role
Our client is seeking an experienced and customer-focused Digital Service Desk Team Leader to oversee the operational delivery of a vital first-line IT support function within a major public services sector organisation.
In this role, you will provide day-to-day operational and developmental leadership to a dedicated team of Service Desk Analysts. You will be responsible for queue and rota management, workload planning, performance reviews, and acting as the primary escalation point for technical or service issues. Working in alignment with ITIL-aligned best practices, you will ensure a highly responsive service that consistently hits agreed SLAs.
Key Responsibilities:
Team Leadership: Line manage, mentor, and supervise first-line support analysts, overseeing rotas, performance management, and professional development.
Ticket & Queue Management: Oversee the full incident lifecycle, ensuring high-quality triage, effective workload distribution, and compliance with SLAs.
Technical Escalation: Act as the first point of senior escalation for complex technical or service issues, supporting the team during peak demand or major incidents.
Service Transition & SACM: Collaborate closely with project teams and Service Asset and Configuration Management (SACM) functions to handle smooth transitions to Business As Usual (BAU) and accurate configuration tracking.
Continuous Improvement: Identify recurring issue trends, champion service improvement initiatives, and maintain the currency of team-authored knowledge bases.
What We Are Looking For:
Proven experience in a Team Leader, Supervisor, or Senior Analyst role within a busy IT Service Desk or Helpdesk environment.
Strong knowledge of ITIL frameworks and ITSM/ESM ticketing systems.
Demonstrable experience in line management, including rota planning, coaching, and performance metrics.
Excellent technical troubleshooting capability alongside top-tier communication and conflict-resolution skills.
Familiarity with enterprise configuration management (SACM) and broad end-user platforms is highly desirable.
Flexibility to participate in an on-call rota as required by the service.Apply: If you would be interested please share your updated cv on yogeshwari.sen @randstaddigital .com with your availability to discuss more about this role.
Randstad Technologies is acting as an Employment Business in relation to this vacancy