Service Desk Team Leader in Skelmersdale

The Service Desk Team Leader is a varied, challenging and exciting role. The role is responsible for ensuring the day‑to‑day Service Desk and Incident Management process activities are delivered by the 24x7 service desk team to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and will support the delivery of a high‑performance and reliable IT capability worldwide. Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Desk, the successful candidate will deliver IT Service Desk and Incident Management to NEC and our customers. The role has direct line management responsibility and functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role is Mon‑Fri 09:00‑17:30 and is hybrid office based in Hartlepool. Travelling may be required as part of the role.

Responsibilities

• Deliver incident management (excluding major incident management) and service desk functions for NEC.
• Lead a cohesive team split across multiple geographic locations; coach and develop team members.
• Input into measurement, monitoring and review of team and process performance using KPIs and CSFs.
• Ensure the team is performant and skilled to the appropriate level.
• Allocate work within the team.
• Maintain compliance with documented processes to support ISO20000 certification.
• Implement continual service improvement strategies in line with business priorities, objectives and drivers.
• Collaborate with other process team leaders to ensure a full ITIL‑aligned end‑to‑end service is available to stakeholders.
• Build and maintain relationships with internal and third‑party organisations, such as technical resolver teams.
• Ensure adherence to contractual SLAs.
• Review and verify that all documentation is moderated and accurately updated in accordance with document management requirements.
• Assist with the implementation of new services within CST, ensuring the teams are prepared for service take‑on.
• Engage with third‑party organisations as required.
• Balance and plan short‑term and long‑term actions for the team.
• Apply industry standards and best practices for service management.
• Communicate verbally and in writing with clarity and professionalism.
• Advocate for the service desk, promoting it and securing necessary resources, support and appreciation.
• Understand all of NEC Software Solutions business areas.
• Manage time effectively while setting a positive tone for the team through leadership.

Qualifications

• Demonstrable Service Desk and Incident Management experience.
• Stakeholder management skills.
• Resource management experience.
• Good customer service skills and an ability to innovate.
• Strong verbal communication and business writing skills.
• Working knowledge and experience of the ISO 20000 Service Management Standard.
• Ability to lead from the front and mentor direct reports and the wider team.

Essential Qualifications

• ITIL 4 Foundation.
• Eligibility for NPPVL3 + SC.

Desirable Qualifications and Skills

• ITIL 4 Intermediate Qualification.
• ITIL 5 Foundation.
• ITIL 5 Intermediate Qualification.

Benefits

• Private medical cover funded by NEC for employees, with option to add family members at additional cost.
• 25 days paid holiday, with option to buy/sell.
• Basic salary life assurance cover funded by NEC (four times basic salary), with option to increase cover at additional cost.
• Group pension plan with employer contributions up to 8.5%.
• Flexible benefits tailored to individual needs.
• Employee assistance programme available.
• Free access to LinkedIn Learning for all colleagues.

Candidates must demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role, a Disclosure Barring Service (DBS) check may be required. NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please let us know. We are committed to ensuring an inclusive and accommodating experience for all candidates. We’re NEC Software Solutions (part of global tech giant NEC Corporation). We work with governments, hospitals, police forces, housing providers, local authorities and more, helping them to deliver faster and more effective public services. Join us and make a difference.