Nicola Wallis
Swadlincote,Derbyshire
Summary
Dynamic and people-focused leader with extensive experience across IT support, service delivery, training, and team management. Skilled at driving performance improvements, reducing backlogs, and strengthening cross-team collaboration in complex, multi-stakeholder environments. Experienced in managing high-priority customers, embedding ITIL-aligned practices, and creating psychologically safe, inclusive workplaces. Currently leading a cloud support team while completing a Level 5 Leadership & Management qualification, with a strong track record of delivering transformation, empowering staff, and ensuring customer-first outcomes.
Overview
7
7
years of professional experience
Work history
Cloud Support Team Leader
Node4
Derby
08.2025 - Current
- Lead a specialist cloud support team, ensuring incident resolution and outstanding customer experience.
- Identify and resolve operational inefficiencies, including poor triaging from Service Desk, preventing duplicated work.
- Collaborate with Service Delivery Managers to prioritise aged tickets, improving SLA performance.
- Partner with Escalation Team to drive proactive ticket management, reducing customer risks.
- Secure access to training and systems for staff, enabling effective support for a complex, high-priority customer.
- Build stronger collaboration across teams to streamline workflows and improve communication.
Support Team Leader
The Access Group
Loughborough, Leicestershire
08.2022 - 08.2025
- Led a hybrid team of 13 IT Support Engineers working with NHS-linked Local Government software (Adult & Children's Social Care).
- Reduced backlog by 75% through strategic prioritisation, KPI setting, and coaching.
- Championed ITIL-aligned processes (Incident, Problem, Change), collaborating with Problem Management to drive down recurring issues.
- Improved strained relationships with Customer Success Managers (CSMs) by introducing structured meetings with clear agendas and progress reviews.
- Designed and delivered in-house training to upskill staff and embed knowledge sharing.
- Acted as Designated Safeguarding Lead, promoting staff wellbeing and psychological safety.
Team Leader/Office Manager
Acorn Training
Coalville, Leicestershire
10.2018 - 08.2022
- Promoted from Senior Employment Coach to Team Leader within months, recognising strong performance and leadership potential.
- Led a team to consistently exceed performance targets through daily huddles, one-to-one coaching, and quarterly observations.
- Ensured compliance with safeguarding, GDPR, and health & safety.
- Created development plans and succession pipelines to drive staff growth and accountability.
- Fostered an inclusive, high-performing team culture aligned with Ofsted standards.
Education
Diploma of Higher Education - Leadership & Management
Learn Direct
NVQ Level 3 - Team Leading
Highfields
NVQ Level 4 - PTTLS (Preparing to Teach Lifelong Learning)
Pearson
Certificate of Higher Education - Designated Safeguarding Lead
NSPCC
Skills
- Leadership & People Management
- ITIL Processes (Incident, Problem, Change)
- Service Desk Operations & Escalation Management
- Cross-Functional Collaboration & Stakeholder Engagement
- Process Improvement & Workflow Design
- Project Management & Delivery Oversight
- Staff Training & Learning Development
- Data-Driven Decision Making & Reporting
Key Achievements
- Reduced backlog by 75% through case management, prioritisation frameworks, and proactive stakeholder alignment.
- Improved support–CSM collaboration by introducing structured meetings, setting agendas, and monitoring progress to resolve toxic dynamics and strengthen customer relationships.
- Streamlined service desk processes, reducing duplicate work by improving ticket triage and clarifying ownership.
- Enabled staff success by securing training and system access to better support high-demand customers.
- Partnered with Service Delivery Managers & Escalation Team to prioritise aged tickets and embed proactive escalation management.
- Delivered cross-sector management impact (IT support, employability, and training), demonstrating adaptability and transferable leadership skills.
Timeline
Cloud Support Team Leader
Node4
08.2025 - Current
Support Team Leader
The Access Group
08.2022 - 08.2025
Team Leader/Office Manager
Acorn Training
10.2018 - 08.2022
Diploma of Higher Education - Leadership & Management
Learn Direct
NVQ Level 3 - Team Leading
Highfields
NVQ Level 4 - PTTLS (Preparing to Teach Lifelong Learning)
Pearson
Certificate of Higher Education - Designated Safeguarding Lead
NSPCC
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