Digital Support Lead

Digital Support Lead

£30,000 - £35,000

Norwich (Hybrid - Office based min 2 days per week)

Reporting to: Digital Director

The successful candidate will be a Hands-on Support Team Lead, overseeing Digital Support services ensuring performance against SLs, quality ticket handling and effective collaboration while acting as lead for digital training and familiarisation within the organisation.

This will require you to investigate probable causes/solutions independently using your initiative to ensure accurate and secure usage of digital systems and data. You will be leading on the provision and execution of Digital Enablement Training & Basic IT Support to all staff, promoting and developing a digital first approach to provision of care.

The role requires good interpersonal skills to deliver a high quality of customer service. You will be required to explain system features to individuals in clear, easy to understand terms and strive to provide customer satisfaction at all times.

Key Responsibilities:

• Train and upskill users when appropriate to do so with computer skills and information security expertise.
• Lead, mentor, and develop a team of Support Analysts.
• Monitor and manage ticket queues to ensure SLA compliance and workload balance. Act as a technical escalation point
• Maintain accurate, real-time documentation and ticket updates.
• Conduct regular quality reviews, provide feedback, and track team KPIs.
• Drive continuous improvement in service delivery processes and technical standards.
• Liaise with internal teams, vendors, and clients IT teams to ensure effective resolution.
• Support recruitment, onboarding, and development of new team members.
• Ensure the team contributes effectively to the shared knowledge base.
• Attendance to IM services across Norfolk to aid digital rollout, support, and training to provide face to face assistance.
• Create, and maintain support documentation of technical solutions.
• Day-to-day contributor of the 'Ways of working' service offering and effectively communicate with users to help with their enquiries.
• Creation and management of a training portfolio, including related digital awareness for staff onboarding.
• Delivery of training programs for existing and new applications and services to support the organisations Digital transformation.

Person Specification:

Knowledge & Experience / Qualifications

• Experience of effectively solving customer problems identified through a variety of events in a technical environment.
• ITIL Foundation (desirable)
• Demonstrated experience leading or mentoring technical staff.
• Excellent communication and documentation skills.
• Highly organised, process-oriented, and driven by performance metrics.
• Proactive in identifying issues, improving processes, and maintaining service quality.