Regional Team Lead (Networking)

Location: Newcastle upon Tyne, United Kingdom (Hybrid); the role combines working from home with regular attendance at the Newcastle Head Office.

Company

Provides passenger and fleet connectivity, on-board Wi-Fi, infotainment, condition monitoring, and maintenance solutions for the railway industry, serving customers in more than 40 countries.

What you will do

• Lead a regional team of Service Desk Engineers and ensure timely, accurate, customer-focused resolution of incidents and service requests.
• Deliver services in line with contractual obligations, KPIs, and SLAs.
• Oversee ITIL-aligned Incident, Change, and Problem Management processes across the region.
• Manage major incidents, root-cause analysis administration, regional problems, and continuous improvement initiatives.
• Produce customer service management reports, coordinate CAB meetings, conduct quality checks, and participate in internal and external audits.
• Coach and support team members through performance management, pastoral support, 1:1 meetings, development planning, and rota management.

Requirements

• ITIL v4 Foundation certification or higher.
• Previous leadership experience in a service desk or technical customer service role.
• Understanding of modern networking and experience working in an ITIL environment.
• Knowledge of ITSM tools such as ServiceNow or JIRA.
• Experience with data visualisation tools such as Power BI or Tableau, plus strong reporting and documentation skills.
• Excellent communication and stakeholder-management skills, with strong organisation, attention to detail, and prioritisation abilities.

Culture & Benefits

• Hybrid working model with home working and attendance at the Newcastle Head Office.
• Health Care Cash Plan, life cover, and critical illness cover.
• Contributory pension scheme through Aviva.
• Generous annual leave with enhanced leave based on tenure.
• Company sick plan, employee referral scheme, and employee recognition scheme.
• Minimal travel is required.