Regional Team Lead

Nomad Digital; Newcastle upon Tyne; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology solutions provider in the UK is seeking a Regional Team Lead for its Operations and Maintenance division. The successful candidate will be responsible for ensuring exceptional service delivery through the management of a Service Desk team. This role requires strong leadership capabilities, proficiency in MS Office, and understanding ITIL practices. Candidates should demonstrate excellent communication skills and a keen attention to detail. A hybrid work model is offered with potential travel required for minimal purposes.

Benefits

Health Care Cash Plan

Life Cover & Critical Illness Cover

Contributory Pension Scheme

Generous Annual Leave

Employee Referral Scheme

Qualifications

• Ability to organise and prioritise workload effectively.
• Adept at analysing data for meaningful insights.
• Strong stakeholder communication skills.

Responsibilities

• Produce high-quality customer service management reporting.
• Coach and mentor team members for performance enhancement.
• Ensure compliance with ITIL standards and service delivery.

Skills

Proficiency in MS Office Suite

ITIL v4 Foundation or higher

Knowledge of ITSM tooling (ServiceNow, JIRA)

Understanding of Data Visualisation Tools (PowerBi, Tableau)

Job description

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.

Responsibilities

• Producing high-quality customer service management reporting, coordinating and holding CAB meetings, and performing regular quality checks to maintain high operational standards.
• Coach, mentor, and develop your team, driving individual and collective performance to create a high-performing culture.
• 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.
• 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

• ITIL v4 Foundation or higher.
• Proficiency in standard MS Office Suite (Word, Excel, PowerPoint, SharePoint).
• Knowledge of ITSM tooling (ServiceNow, JIRA).
• Understanding of Data Visualisation Tools (PowerBi, Tableau).

Other Essential Requirements

• Travel Required: Minimal

Key Behavioural Competencies

• Ability to organise, multi-task and switch between tasks to prioritise workload and meet
• Adept at analysing data with the purpose of generating accurate and meaningful
• Proactive individual with a passion to deliver a high-quality customer
• Keen to learn new technical skills where
• 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 [e-mail].