Digital Service Desk Team Leader

Job Title: Digital Service Desk Team Leader

Location: Norwich or Chelmsford (Hybrid / Base options available)
Job Type: 3-Month Contract (Full-time, 37.5 hours per week)
Salary: Competitive (Dependent on Experience)

About the Role

Our client is seeking an experienced and customer-focused Digital Service Desk Team Leader to oversee the operational delivery of a vital first-line IT support function within a major public services sector organisation.

In this role, you will provide day-to-day operational and developmental leadership to a dedicated team of Service Desk Analysts. You will be responsible for queue and rota management, workload planning, performance reviews, and acting as the primary escalation point for technical or service issues. Working in alignment with ITIL-aligned best practices, you will ensure a highly responsive service that consistently hits agreed SLAs.

Key Responsibilities:

Team Leadership: Line manage, mentor, and s...