Service Desk Team Leader in Stafford
The NAV | 365 People (TNP, a Node4 Company) Stafford About the role
About Node4
Node4 is a united force driven by a single ambition: to deliver faster transformation, lower cost and truly differentiated outcomes by combining an 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 become 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 (x4)
- 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
- 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, we have grown 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 a 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.
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Your tasks
Lead and inspire a team to deliver top-notch customer support and drive continuous improvement.
Your profile
Experience in IT support and leadership, with strong communication and problem-solving skills.
What's also included
Enjoy hybrid working, private medical insurance, 25 days holiday plus your birthday off, and more!
Tech stack & ways of working
Service Desk Team Leader in Stafford employer: The NAV | 365 People (TNP, a Node4 Company)
At NAV | 365 People, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture in the East Midlands. Our hybrid working model allows for flexibility, while our commitment to employee growth is evident through ongoing training and development opportunities. With benefits like private medical insurance and a robust pension scheme, we ensure that our team members feel valued and supported in their professional journey.
View The NAV | 365 People (TNP, a Node4 Company) profile
Your perspectives
Make a real impact in a vibrant team while developing your leadership skills.
StudySmarter Expert Advice
Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what The NAV | 365 People (TNP, a Node4 Company) values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
Show Off Your Skills
Create a personal project or case study relevant to the challenges The NAV | 365 People (TNP, a Node4 Company) might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at The NAV | 365 People (TNP, a Node4 Company)!
Direct Apply to The NAV | 365 People (TNP, a Node4 Company)
Let's not forget to apply directly through the The NAV | 365 People (TNP, a Node4 Company) website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
Some tips for your application 🫡
Showcase Your Problem-Solving Skills
In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at The NAV | 365 People (TNP, a Node4 Company).
Highlight Relevant Certifications
Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter
Your cover letter is your chance to connect personally with us at The NAV | 365 People (TNP, a Node4 Company). Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise
We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at The NAV | 365 People (TNP, a Node4 Company)
Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
Locations
- Stafford
