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# Service Desk Team Leader

- **Company:** Node4 Ltd
- **Location:** Stafford, UK
- **Experience:** Expert
- **Contract:** Temporary contract
- **Skills:** Microsoft Excel, Artificial Intelligence, Knowledge Management, Power BI, Tools for Reporting, Servicenow
- **Published:** July 3, 2026
- **Apply:** https://careers.node4.co.uk/jobs/8014884-service-desk-team-leader

## About the Role

* 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)

## Description

**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


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