It service desk team leader Work, Jobs in Himley, Sts (with Salaries)

Service Desk Team Leader
Node4 —Stafford
- Hybrid work
- Management
- Analysis skills
- Supervising experience
- Employee assistance programme
2d
Team Leader
HM Courts & Tribunal Service —Birmingham
- £20,001 - £40,000 a year
- Part-time
- Hybrid work
- Administrative experience
- Presentation skills
- Organisational skills
- Annual leave
- Employee discount
6d
Operations Manager
HM Courts & Tribunal Service —Birmingham
- £40,001 - £50,000 a year
- Part-time
- Hybrid work
- Presentation skills
- In-person
- Leadership
- Annual leave
- Employee discount
12d
Resident Ambassador (Days) Part time- 6 month fixed term contract
Moda Living —Birmingham
- £27,040 a year
- Temporary
- Customer service
- Data entry
- In-person
- Store discount
- Employee discount
Quick apply
Service Delivery Manager
Shoosmiths —Birmingham
- Hybrid work
- Analysis skills
- IT
- Leadership
Network Engineer
NTT Data UK —Birmingham
- Computer networking
3d
Employee Relations Specialist
Fox HR —Wolverhampton
- £37,000 - £42,000 a year
- Part-time
- Hybrid work
- Travel
- Human resources
- Data entry
Quick apply
Network Engineer
NTT Ltd —Birmingham
- Computer networking
2d
Service Desk Manager
wavenet —Solihull
- Full-time
- Management
- Team management
- Travel
Quick apply
Hire Controller
Wernick Power Solutions —Walsall
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Free parking
- Annual leave
Quick apply
9d
Service Team Leader
Morrisons —Bromsgrove
- Annual leave
- Employee discount
Quick apply
Service Delivery Manager
Intercity Technology —Birmingham
- Hybrid work
- IT
- Employee assistance programme
Front Office Team Leader
Hyatt Regency Birmingham —Birmingham
- £27,664 a year
- Weekend availability
- Hotel
- IT
- Communication skills
- Employee assistance programme
- Employee discount
Head of Leadership Communications
Ministry of Justice —Birmingham
- £50,001 - £60,001 a year
- Full-time
- Hybrid work
- Presentation skills
- Leadership
- Annual leave
- Employee discount
10d
Operational Excellence (OpEx) Manager – EMEA
Redzone —Birmingham
- £70,000 - £85,000 a year
- Full-time
- Remote
- English
- Travel
- IT
Quick apply
Tramps Data & Systems Manager
Cushman & Wakefield —Birmingham
- Microsoft Excel
- English
- IT
Quick apply
Unix / Linux Engineer
NTT Ltd —Birmingham
- Linux
- Leadership
- Communication skills
2d
Head of Staff Communications and Campaigns
Ministry of Justice —Birmingham
- £50,001 - £60,001 a year
- Part-time
- Hybrid work
- Presentation skills
- Annual leave
- Employee discount
10d
Unix / Linux Engineer
NTT Data UK —Birmingham
- Linux
- Leadership
- Communication skills
3d
Service Technician - Midlands Team - ICS Cool Energy Ltd
Trane Technologies —Birmingham
- Weekend availability
- Customer service
- Microsoft Office
- In-person

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Service Desk Team Leader

Node4 -
Stafford

Apply Now

Job details

Fixed term contract
2 days ago

Benefits

Company pension
Discounted gym membership
Company events
Employee assistance programme
Private medical insurance

Qualifications

Power BI
ITIL Certification
Management
Analysis skills
Supervising experience
ITIL
IT support
ServiceNow
AI
Leadership
Communication skills

Full job description

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

We are:

Nimble – We focus on what matters most, adapt fast and embrace change

Original – We think differently, stay curious and innovate

Driven – We are bold, bring energy and own the outcome

Engaged – We operate as one, building strong relationships

4 More – We always go further for our people, customers and partners

About the role

**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.

Key Responsibilities

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

What will you bring?

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)

What can we offer you?

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 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.

Department

Managed Services

Role

Service Desk

Locations

Stafford

Apply Now

Refine Your Search

it service desk team leader jobs in himley, sts

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Resident Ambassador (Days) Part time- 6 month fixed term contract

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Service Delivery Manager

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Head of Leadership Communications

Operational Excellence (OpEx) Manager – EMEA

Tramps Data & Systems Manager

Unix / Linux Engineer

Head of Staff Communications and Campaigns

Unix / Linux Engineer

Service Technician - Midlands Team - ICS Cool Energy Ltd

I want to receive the latest job alerts for it service desk team leader in himley, sts

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