East of England Ambulance Service NHS Trust
Digital Service Desk Team Leader
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Digital Service Desk Team Leader
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, and accurate 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 and other Digital managers where required.
This role has participation in an on-call rota as required.
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 teams to ensure smooth service transitions and configuration updates.
- Leading service improvement initiatives and identifying recurring issues for problem management.
- Monitoring compliance with IG, security, and audit requirements across Service Desk operations.
- Deputising for the Service Desk Manager and other managers as required, and producing operational performance reports.
- Contributing to Trust-wide digital service initiatives, including governance and continuous improvement
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Location
Whilst this post is based in Chelmsford, regular travel to Norwich and other sites will be required.
Why Join 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.
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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.
Contact Information
For further details / informal visits contact:
- Name: Sarah Jones
- Job title: Digital Service Manager - Service Desk
- Email address: sarah.jones@eastamb.nhs.uk
- Telephone number: 07751 730166
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