Service desk manager Work, Jobs in Burslem (with Salaries)

Service Desk Team Leader
Node4 —Stafford
- Hybrid work
- Analysis skills
- Supervising experience
- Continuous improvement
- Employee assistance programme
Digital Desktop Engineer
University Hospitals of North Midlands NHS Trust —Stoke-on-Trent
- £32,073 - £39,043 a year
- Weekend availability
3d
Senior Service Desk Analyst
Frontline Consultancy and Business Services Ltd —Handforth
- £25,636.32 - £35,000.00 a year
- Full-time
- Hybrid work
- Azure
- Customer service
- Windows
- Free parking
- Annual leave
Quick apply
IT Service Delivery Manager
Custodia —Knutsford
- £40,000 a year
- Continuous improvement
- Communication skills
- Free parking
- Gym membership
Infrastructure Engineer
Thales —Cheadle
- Full-time
- Bachelor's degree
- Agile
- Linux
- Annual leave
- Employee discount
Software Developer | Capital Markets
Marex —Nantwich
- Full-time
- AI
- Communication skills
Quick apply
14d

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Digital Desktop Engineer
University Hospitals of North Midlands NHS Trust —Stoke-on-Trent
The role supports the maximum availability, performance, and effective utilisation of information systems across directorates, customers, and clients.
£32,073 - £39,043 a year
3d
Software Engineer
Commify —Nottingham
Fun monthly and quarterly social events. We are looking for a talented Frontend Engineer to design, build, and maintain user-facing features across our web,…
£45,000 - £55,000 a year
Quick apply
8d

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service desk manager jobs near burslem

Service Desk Team Leader

Node4 -
Stafford

Apply Now

Job details

Fixed term contract

Benefits

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

Qualifications

Power BI
ITIL Certification
IT team management
Stakeholder liaison
IT service management
Ticket management
Performance management
Analysis skills
Supervising experience
Quality assurance
Continuous improvement
Continuous improvement cycles oversight
Staff training
ServiceNow
Management reporting
Customer support
Training & development
AI
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Help desk
Analytics

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

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service desk manager jobs in burslem

Service Desk Team Leader

Digital Desktop Engineer

Senior Service Desk Analyst

IT Service Delivery Manager

Infrastructure Engineer

Software Developer | Capital Markets

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