Digital Service Desk Team Leader

Role : Digital Service Desk Team Leader
Type : Contract Inside IR35
Location: Norwich OR Chelmsford
Mod of work : OnsiteJOB SUMMARY

Key Responsibilities:

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 Major Incidents (MIs)/Digital Business Continuity Incidents (DCBIs).
Managing team rotas, providing coaching, and contributing to staff performance and development.
Ensuring quality and currency of team-authored knowledge base articles and specialism ownership.
Coordinating with SACM and project te...

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