Job Title: Digital Service Desk Team LeaderLocation: 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 RoleOur 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 supervise first-line support analysts, overseeing rotas, performance management, and professional development.Ticket andamp; Queue Management: Oversee the full incident life cycle, ensuring high-quality triage, effective workload distribution, and compliance with SLAs.Technical Escalation: Act as the first point of senior escalation for complex technical or service issues, supporting the team during peak demand or major incidents.Service Transition andamp; SACM: Collaborate closely with project teams and Service Asset and Configuration Management (SACM)