Service Desk Team Lead

Nomad Digital; Newcastle upon Tyne; On-site; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Health Care Cash Plan

Life Cover & Critical Illness Cover

Contributory Pension Scheme via Aviva

Generous Annual Leave with enhanced-le

Employee Referral Scheme / Employee Re

Job summary

Nomad Digital is seeking a Regional Team Lead to manage a regional Service Desk, ensuring stability, reliability and customer satisfaction for our flagship networking solutions. You will lead Service Desk Engineers and drive incident resolution with KPI/SLAs.

Responsibilities include ITIL process ownership, CAB coordination, reporting, and coaching the team to achieve high performance. The role is hybrid, with time at our Newcastle Head Office and remote work as appropriate.

Qualifications

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

Responsibilities

• Ensure successful service delivery in line with contractual obligations and defined KPIs/SLAs.
• Oversee ITIL-aligned Change, Problem, and Incident Management processes across your region.

Skills

ITIL knowledge

Service Desk leadership

Stakeholder communication

Tools

ServiceNow

JIRA

Power BI

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.

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, PowerPoint, SharePoint).
• Knowledge of ITSM tooling (E.G. ServiceNow, JIRA).
  
• Understanding of Data Visualisation Tools (E.G. 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 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 [e-mail].