Digital Service Desk Team Leader
Job summary
The Digital Service Desk Team Leader is responsible for overseeing the operational delivery of the Trust's first-line IT support function, ensuring a responsive, customer-focused service that meets agreed SLAs and ITIL-aligned best practices.
As the direct line manager for the Service Desk Analysts and Senior Service Desk Analysts, the post holder provides day-to-day operational and developmental leadership to the team, including queue and rota management, workload planning, performance review, and mentorship. They are also the primary escalation point for any technical or service issues arising within the Service Desk.
The role involves close collaboration with SACM, Infrastructure, project teams, and other Digital Services colleagues to ensure service continuity, smooth transitions from project to BAU, andaccurate capture of asset and configuration data.
The Team Leader plays a vital role in staff development, coaching, and continuous improvement of the Digital Service Desk function, while also deputising for the Service Desk Manager andother Digital managers where required.
This role has participation in an on-call rota as required.
Whilst this post is based in Chelmsford, regular travel to Norwich and other sites will be required.
Main duties of the job
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 MajorIncidents (MIs)/Digital Business Continuity Incidents (DCBIs).
Managing team rotas, providing coaching, and contributing to staff performance anddevelopment.
Ensuring quality and currency of team-authored knowledge base articles and specialism ownership.
Coordinating with SACM and project teams to ensure smooth service transitions andconfiguration updates.
Leading service improvement initiatives and identifying recurring issues for problem management.
Monitoring compliance with IG, security, and audit requirements across Service Deskoperations.
Deputising for the Service Desk Manager and other managers as required, andproducing operational performance reports.
Contributing to Trust-wide digital service initiatives, including governance and continuous improvement
About us
You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
Job description
Job responsibilities
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
Person Specification
Qualifications
- Educated to Level 5/6 or equivalent experience in IT or digital services
- Level 5 qualification in leadership or management
- ITIL v4 Foundation Certification
- Evidence of CPD (Continuing Professional Development)
Experience
- Substantial experience (5+ years) a first-line or second-line IT support role or end-user support function
- Experience of line management (appraisals, one-to-ones) and coordinating operational support activities
- Proven experience in monitoring and managing individual and team performance using KPIs, performance metrics, and service reports
- Experience in leading service reviews or implementing service improvements based on performance analysis
- NHS or public sector experience
Skills
- Excellent leadership and team coordination
- Demonstrated ability to manage data quality across IT systems and ensure the accuracy of information captured in tickets, asset records, and configuration items
- Strong understanding of ITIL processes (Incident, Request, Change, SACM, Problem etc)
- Familiarity with ITSM tools and service metrics
- Knowledge of digital governance and data protection standards
- Awareness of NHS RA processes and Smartcard management
- Familiarity with technical escalation pathways
Personal Qualities, Abilites and Attributes
- Ability to analyse data and prepare service reports
- Ability to manage competing priorities
- Ability to support service transitions from project to BAU (Business As Usual)
- Acts with integrity and professionalism
- Commitment to high-quality service
- Positive, proactive and collaborative attitude
- Ability to work flexibly and adapt to changing priorities
- Supports a culture of improvement and inclusivity
- Promotes knowledge sharing and team growth
- Ability to travel between sites if required (e.g. Chelmsford, Norwich, Bedford)
- Willingness to provide occasional cover for SACM or other services as needed
EEAST Values and Behaviours
- Evidence that personal behaviour reflects Trust Values.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
East of England Ambulance Service
Address
Chelmsford
Chelmsford
CM1 7WS
United Kingdom
Employer's website
https://www.eastamb.nhs.uk