Digital Service Desk Team Leader
At a glance
- Band
- Band 6
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 17/08/2026
- Closes
- 31/08/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“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.”Quoted verbatim from the source advert
Role summary
The Digital Service Desk Team Leader oversees the Trust's first-line IT support, ensuring responsive, customer-focused service aligned with SLAs and ITIL best practices. This role involves direct line management of Service Desk Analysts, providing leadership, performance review, and mentorship. The Team Leader acts as the primary escalation point for technical issues and collaborates with other Digital Services teams for service continuity. They also contribute to staff development and continuous improvement of the service desk function, occasionally deputising for the Service Desk Manager.
Key responsibilities
- Provide line management and supervision for band 4 and 5 Service Desk Analysts.
- Manage the full lifecycle of incidents and requests, ensuring quality triage, escalation, and resolution.
- Act as the first point of senior escalation for Band 4-5 Service Desk staff and users.
- Oversee team ticket queues, ensuring SLA compliance and workload distribution.
- Provide technical support and escalation during high-demand periods and Major Incidents (MIs)/Digital Business Continuity Incidents (DCBIs).
- Manage team rotas, provide coaching, and contribute to staff performance and development.
- Coordinate with SACM and project teams to ensure smooth service transitions and configuration updates.
Essential criteria
- Educated to Level 5/6 or equivalent experience in IT or digital services
- Level 5 qualification in leadership or management
- ITIL v4 Foundation Certification
- 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
- 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
- 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
- Evidence that personal behaviour reflects Trust Values.
Desirable criteria
- Evidence of CPD (Continuing Professional Development)
- Experience in leading service reviews or implementing service improvements based on performance analysis
- NHS or public sector experience
- Awareness of NHS RA processes and Smartcard management
- Familiarity with technical escalation pathways
Useful to know
Agenda for Change 2024/25 pays Band 6 at £37,338 – £44,962 a year, across England.
This advert: £39,959 – £48,117 — outside the standard scale; check for HCAS/London weighting.
Posted 13d ago · Closes in 2d
Applications close soon — apply now if this is a fit.
Full advert · preview
East of England Ambulance Service
Digital Service Desk Team Leader
The closing date is 31 August 2026
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.
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