Service Desk Team Leader

Digital Service Desk Team Leader (Contract)

Location: Norwich or Chelmsford (site-based)Working Pattern: Full-time, 37.5 hours + on-call rota Contract: 3 month contract initially

Pay: £20 - £22 per hour PAYE

Overview

Our client is looking for a Digital Service Desk Team Leader to oversee the delivery of a high-performing, customer-focused first-line IT support function.

This is a hands-on leadership role, responsible for managing Service Desk Analysts and Senior Analysts, ensuring efficient ticket resolution, maintaining SLA performance, and driving continuous improvement across IT support services.

You’ll act as the key escalation point for technical and service issues, while working closely with wider digital, infrastructure, and project teams to ensure seamless service delivery.

Key Responsibilities

Service Desk Operations

• Oversee the end-to-end lifecycle of incidents and service requests
• Manage ticket queues, ensuring SLA/KPI performance is achieved
• Act as the primary escalation point for complex or high-priority issues
• Monitor ITSM dashboards, identifying risks and performance issues
• Coordinate resolution activities with infrastructure, applications, and SACM teams

Team Leadership & Development

• Line manage Service Desk Analysts and Senior Analysts
• Conduct performance reviews, appraisals, and development planning
• Manage team rotas and ensure adequate service coverage
• Provide coaching, mentoring, and ongoing support
• Deputise for senior management when required

Technical Support & Incident Management

• Provide hands-on support during high-demand periods and major incidents
• Ensure correct triage and escalation of tickets
• Support major incident and business continuity responses
• Maintain familiarity with core systems and end-user technologies

Service Improvement & Governance

• Identify trends and recurring issues, supporting problem management
• Lead or contribute to continuous service improvement initiatives
• Ensure compliance with ITIL best practices, security, and governance standards
• Maintain audit readiness through quality assurance and documentation

Stakeholder Engagement & Collaboration

• Work closely with internal IT teams, project teams, and suppliers
• Support smooth transition of services from project to BAU
• Ensure accurate capture of asset and configuration data
• Communicate effectively with stakeholders and manage customer expectations

Knowledge & Process Management

• Ensure knowledge base articles are up to date and relevant
• Promote best practice and knowledge sharing across the team
• Oversee specialist areas within the Service Desk (e.g. end-user tech, access, systems)

Requirements

• Proven experience in Service Desk leadership or senior support role
• Strong understanding of ITIL processes and service management frameworks
• Experience managing ticket queues, SLAs, and performance metrics
• Excellent people management, coaching, and leadership skills
• Ability to act as a senior escalation point for technical and service issues
• Experience working with ITSM tools and end-user support environments

Additional Information

• Site-based role with flexibility to support across locations if required
• Participation in an on-call rota
• Involvement in major incident management and business continuity support
• Opportunity to play a key role in service development and transformation initiatives