At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer support and improve service quality.
- Company: Join Node4, a dynamic tech company focused on innovation and exceptional service.
- Benefits: Enjoy hybrid working, private medical insurance, 25 days holiday, and more perks.
- Other info: Be part of a diverse workforce with excellent growth opportunities and fun social events.
- Why this job: Make a real impact in a vibrant team while developing your career in tech.
- Qualifications: Experience in IT support and leadership, with strong communication skills.
The predicted salary is between 33075 - 40425 £ per year.
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. Service Now)
- 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.
- TAKE A LOOK AT OUR STORY
- #J-18808-Ljbffr
Service Desk Team Leader in Stafford employer: risual Limited
risual Limited is an exceptional employer located in Newbury, offering a dynamic work environment that fosters innovation and collaboration. With a strong focus on employee growth, the company provides opportunities for professional development alongside attractive benefits such as private medical insurance and a comprehensive Pension Scheme. The hybrid working model further enhances work-life balance, making risual Limited a rewarding place to build a meaningful career in the technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader in Stafford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at risual Limited. 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 risual Limited 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 Leader in Stafford
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 risual Limited:Your cover letter is your chance to shine! Tell us why you want to work at risual Limited 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 risual Limited!
How to prepare for a job interview at risual Limited
✨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.
