Service Delivery Team Lead
Posted 4 days ago by Redsquid
Negotiable
Undetermined
Undetermined
Fife, Scotland, United Kingdom
Summary: The Service Delivery Team Lead is responsible for mentoring and leading IT Service Desk teams to achieve technical excellence and high customer satisfaction. This role involves managing service delivery, resolving customer issues, and fostering a proactive team culture. The Team Lead will also collaborate with various stakeholders to ensure alignment with client needs and implement system improvements.
Key Responsibilities:
- Lead and develop a Service Delivery team, fostering a proactive, high-performance culture driving Ownership, Communication and Action.
- Act as the initial technical escalation point for your team, ensuring swift resolution of customer issues.
- Manage ticket queues, ensure all tickets & tasks are suitably assigned.
- Collaborate with Account Management to align support with client needs.
- Deliver technical projects, including system installations, migrations, hardware builds and infrastructure changes, in partnership with the centralised PMO team.
- Build strong relationships with your team, customers and third-party vendors.
- Implement system automation and improvements, under the technical guidance of the Head of Service Delivery.
- Create development and training plans under the guidance of the Director of Operations and/or Head of Service Delivery for each team member, empowering them to achieve career growth and excel in their roles.
- Ensure compliance with SLAs, company policies, and best practice.
Key Skills:
- Proven experience in delivering exceptional customer service ideally in an MSP environment.
- Highly competent in resolving technical issues in a fast-paced environment.
- Advanced technical troubleshooting and problem-solving skills.
- Strong people management and communication abilities.
- Expertise in Microsoft Server and End User environments, UC, Mobile, Networking, and major Cloud providers.
- Ability to work independently and as part of a wider team to ensure all objectives are achieved.
- Familiarity with ITIL 4 Service and Technical Management practices and terminology related to the Service Desk and Service Management would be an advantage.
Salary (Rate): undetermined
City: Fife
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
We are seeking a motivated and technical experienced Team Lead to provide mentoring, guidance and leadership to our IT Service Desk teams. This role is pivotal in driving service and technical excellence, resolving customer issues, and developing your team while maintaining outstanding customer satisfaction. You will lead by example, mentor your team members, and delivering client service excellence according to the Redsquid values.
Key Responsibilities
- Lead and develop a Service Delivery team, fostering a proactive, high-performance culture driving Ownership, Communication and Action.
- Act as the initial technical escalation point for your team, ensuring swift resolution of customer issues.
- Manage ticket queues, ensure all tickets & tasks are suitably assigned.
- Collaborate with Account Management to align support with client needs.
- Deliver technical projects, including system installations, migrations, hardware builds and infrastructure changes, in partnership with the centralised PMO team.
- Build strong relationships with your team, customers and third-party vendors.
- Implement system automation and improvements, under the technical guidance of the Head of Service Delivery.
- Create development and training plans under the guidance of the Director of Operations and/or Head of Service Delivery for each team member, empowering them to achieve career growth and excel in their roles.
- Ensure compliance with SLAs, company policies, and best practice
What We’re Looking For
- Proven experience in delivering exceptional customer service ideally in an MSP environment.
- Highly competent in resolving technical issues in a fast-paced environment.
- Advanced technical troubleshooting and problem-solving skills.
- Strong people management and communication abilities.
- Expertise in Microsoft Server and End User environments, UC, Mobile, Networking, and major Cloud providers.
- Ability to work independently and as part of a wider team to ensure all objectives are achieved.
- Familiarity with ITIL 4 Service and Technical Management practices and terminology related to the Service Desk and Service Management would be an advantage
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