At a Glance
- Tasks: Lead a dynamic team to deliver top-notch service and resolve customer issues.
- Company: Join Nomad Digital, a leader in railway connectivity solutions with a fun, innovative culture.
- Benefits: Enjoy health care, generous leave, hybrid working, and a supportive environment.
- Other info: Embrace a diverse workplace that values inclusivity and offers growth opportunities.
- Why this job: Make a real impact in customer service while developing your leadership skills.
- Qualifications: ITIL certification and experience in service desk or technical support roles.
The predicted salary is between 34650 - 42350 £ per year.
Overview
We're currently recruiting for a Regional Team Lead for our fast-paced, innovative, Operations and Maintenance division.
As Regional Team Lead, you will be responsible for delivering world-class service to Nomad’s customers by ensuring the stability, reliability, and continued success of Nomad’s flagship networking solutions.
You will lead a regional team of Service Desk Engineers, guiding them in the timely, accurate, and customer-focused resolution of incidents and service requests.
Using KPIs and SLAs as core performance measures, you will drive operational excellence across your region, embedding ITIL best practices to strengthen Incident, Change, and Problem Management processes.
You will take full ownership of RCA administration and the ongoing reduction of major incidents—both within your region and collaboratively across the wider Service Desk.
Your responsibilities include producing high-quality customer service management reporting, coordinating and holding CAB meetings, and performing regular quality checks to maintain high operational standards.
You will coach, mentor, and develop your team, driving individual and collective performance to create a high-performing culture.
You will maintain ownership of problems in your region, ensuring proactive management, effective cross-functional collaboration, and continuous improvement initiatives that enhance service stability and customer satisfaction.
Through strong communication, stakeholder engagement, and interdepartmental cooperation, you will reinforce Nomad’s reputation for delivering exceptional customer service.
About Nomad Digital
Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry.
Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems.
Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.
When you join Nomad Digital, you will join a forward thinking, fast-growing, fun environment with access to some of the very latest technology in its field.
You will work with experts who innovate collaboratively, creating an environment of team work and trustworthiness.
Essential Duties & Responsibilities
- Ensure successful service delivery in line with contractual obligations and defined KPIs/SLAs.
- Oversee ITIL-aligned Change, Problem, and Incident Management processes, ensuring full adherence to Nomad’s standards across your region.
- Provide both performance management and pastoral support for your assigned Service Desk team.
- Conduct regular service reviews with assigned customers, ensuring clear communication and continuous improvement.
- Manage major incidents, problems, and service requests for your allocated customer base.
- Hold regular 1:1 meetings with team members to support development, wellbeing, and performance.
- Manage the team rota to maintain required service coverage and meet operational demands.
- Participate in internal and external quality audits to ensure compliance and drive service excellence.
Qualifications Requirements
- ITIL v4 Foundation or higher.
- Proficiency in standard MS Office Suite (Word, Excel, Power Point, Share Point).
- Knowledge of ITSM tooling (E. G. Service Now, JIRA).
- Understanding of Data Visualisation Tools (E. G. Power Bi, Tableau).
Other Essential Requirements
- Travel Required: Minimal
Key Behavioural Competencies
- Ability to organise, multi-task and switch between tasks to prioritise workload and meet deadlines
- Adept at analysing data with the purpose of generating accurate and meaningful reports
- Proactive individual with a passion to deliver a high-quality customer service
- Keen to learn new technical skills where necessary
- Attention to detail
- Ability to build and manage strong working relationships
Experience Requirements
- An understanding of modern networking
- Previous leadership experience in a service desk or technical customer service role.
- Excellent communication skills, specifically dealing with stakeholders at all levels both internally and
- Excellent documentation skills with experience of creating support documentation for users with a full audit trail
- Experience of working within an ITIL Environment
Benefits
- Health Care Cash Plan.
- Life Cover & Critical Illness Cover.
- Contributory Pension Scheme via Aviva.
- Generous Annual Leave with enhanced leave based on tenure.
- Employee Referral Scheme / Employee Recognition Scheme.
- Company Sick Plan.
- Hybrid Working Model - The role will consist of a mix of working from home and being in our Newcastle Head Office.
Our Commitment
Nomad Digital is committed to being an inclusive and diverse employer, as well as providing equal opportunities in employment and freedom from unlawful discrimination on the grounds of age, race, ethnic or national origin, sex, pregnancy and maternity, marital or civil partnership status, sexual orientation, gender reassignment, disability, religion or beliefs.
We encourage and welcome all job applicants, especially those from diverse backgrounds and ensure everyone is treated equally and without discrimination.
Where possible we are happy to consider flexible working arrangements or appropriate reasonable adjustments on request. To discuss further, please email
HR@nomadrail. com
Service Desk Team Lead in Newcastle employer: Nomad Digital
At Nomad Digital, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. As a Regional Service Desk Lead in our Newcastle office, you will benefit from a hybrid working model, allowing for flexibility while being part of a collaborative team dedicated to delivering exceptional service. With a strong focus on ITIL practices and a commitment to customer satisfaction, we offer a rewarding environment where your leadership skills can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead in Newcastle
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nomad Digital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nomad Digital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Team Lead in Newcastle
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nomad Digital:Your cover letter is your chance to shine! Tell us why you want to work at Nomad Digital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nomad Digital!
How to prepare for a job interview at Nomad Digital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
