Regional Team Lead - Service Desk

Overview

We are recruiting a Regional Team Lead to join our fast-paced, innovative Operations & Maintenance division. In this role, you will lead a regional team of Service Desk Analysts, ensuring the stability, reliability, and ongoing success of Nomad’s flagship networking solutions.

You will be accountable for delivering world-class customer service by driving operational excellence, embedding ITIL best practices, and fostering a high-performing, supportive team culture.

What you’ll be doing

• Lead and develop a regional Service Desk team, providing performance management, coaching, and pastoral support
• Ensure service delivery meets contractual obligations and defined KPIs and SLAs
• Own and embed ITIL-aligned Incident, Problem, and Change Management processes
• Manage major incidents and Root Cause Analysis (RCA), with a focus on reducing repeat incidents
• Coordinate and chair CAB meetings
• Produce high-quality service and customer reporting
• Conduct regular service reviews with customers to drive continuous improvement

What success looks like

• Consistently high customer satisfaction scores across your region
• Reduced major incidents and faster resolution times
• A motivated, well-supported team with clear development pathways
• Strong stakeholder relationships built on trust and transparency

What we’re looking for

Experience

• Previous leadership experience in a Service Desk or technical customer service environment
• Experience working within an ITIL-aligned environment
• Strong understanding of modern networking concepts
• Excellent written and verbal communication skills, including senior stakeholder engagement

Skills & Knowledge

• ITIL v4 Foundation (or higher)
• Experience with ITSM tools such as ServiceNow or Jira
• Strong reporting and documentation skills
• Familiarity with data visualisation tools (e.g. Power BI, Tableau)

Behavioural competencies

• Highly organised with the ability to prioritise in a fast-paced environment
• Analytical, with a data-driven approach to decision-making
• Proactive and customer-focused
• Strong attention to detail
• Able to build and maintain effective working relationships

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.

Benefits

• Health Care Cash Plan
• Life Cover & Critical Illness Cover
• Contributory Pension Scheme (Aviva)
• Generous annual leave with enhanced entitlement based on tenure
• Employee referral and recognition schemes
• Company sick pay
• Hybrid working (home-based with time 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.