Service Desk Team Leader

This is a FTC role - 6 months initially with view to extend or make Permanent The Service Desk Team Leader is accountable for the leadership, performance, and day-to-day operational effectiveness of the Service Desk team. The role ensures the delivery of high-quality, customer-centric support services through effective people management, service control, process adherence, and continuous improvement. By balancing operational priorities with team development and service excellence, the role plays a key part in maintaining service stability, improving user experience, and driving ongoing maturity within the support function., Team Leadership & Management

• Lead, motivate, and manage a team of Service Desk Analysts
• Conduct regular 1:1s, performance reviews, and career development planning
• Drive team engagement, morale, and accountability
• Support onboarding and training of new starters

Service Delivery & Operations

• Ensure incidents and requests are managed within agreed SLAs/OLAs
• Oversee daily operations, including queue management and workload balancing
• Act as an escalation point for complex or high-impact incidents (P1/P2)

Quality & Continuous Improvement

• Perform quality audits of cases
• Ensure adherence to SOPs, processes, and documentation standards
• Identify trends, recurring issues, and improvement opportunities
• Drive shift-left initiatives and knowledge adoption (KCS/KFT practices)

Customer Experience

• Ensure high levels of customer satisfaction (CSAT/NPS)
• Manage escalations professionally and proactively
• Promote strong communication standards across the team

Reporting & Performance Management

• Monitor and report on key performance indicators (KPIs), including:
• SLA performance
• First Time Fix (FTF) / First Contact Resolution (FCR)
• Ticket backlog and ageing
• Quality scores
• Provide insights and recommendations to the Service Desk Manager

Process & Governance

• Ensure ITIL-aligned processes are followed (Incident, Request, Problem, Change)
• Maintain accurate documentation and knowledge base articles
• Support audits, compliance, and governance requirements

• Proven experience in a Service Desk or IT Support environment
• Previous leadership or supervisory experience
• Strong knowledge of ITIL processes and service management principles
• Experience with ITSM tools (e.g. ServiceNow)
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving ability

Desirable

• ITIL Foundation (or higher) certification
• Experience driving automation, AI, or knowledge management initiatives
• Familiarity with reporting tools (e.g., Power BI, Excel dashboards)

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4? Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. About Node4 We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People, Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide and beyond. From three people to a workforce of over 900. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company., Why join Node4? Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200.