Service Delivery Lead

6 days ago

Hammersmith Greater London, United Kingdom Eeze Full time

Company Overview

Eeze Entertainment UK Limited is a rapidly expanding iGaming company, specializing in developing and delivering cutting-edge online gaming and Live Casino solutions. With innovation at the heart of everything we do, we focus on providing captivating, immersive gaming experiences for a global audience.

Our mission is to lead the future of the iGaming industry by creating user-centric products that redefine the digital entertainment landscape. We are committed to pushing technological boundaries, delivering high-quality solutions, and fostering an environment of creativity and excellence within the industry.

Job Overview

As the Service Desk Lead you will oversee the daily operations of the IT Service Desk, ensuring exceptional service delivery and support to end-users. This position will be responsible for managing a team of IT Support Engineers globally, providing technical support, troubleshooting, and ensuring that service requests and incidents are resolved efficiently and within agreed-upon service level agreements (SLAs). The Service Desk Lead will also play a key role in mentoring team members, driving continuous improvement, and ensuring high customer satisfaction.

Key Responsibilities

Team Leadership & Management:

  • Lead and manage a team of IT Support Engineers, ensuring timely and effective resolution of support tickets and incidents.
  • Monitor team performance, providing coaching and feedback to enhance service delivery and team morale.
  • Conduct regular one-to-one meetings and team training sessions to ensure skill development and operational excellence.
  • Ensure the support team is adequately staffed, managing schedules and work assignments.

Service Desk Operations:

  • Oversee the day-to-day operations of the service desk, ensuring all incidents and service requests are logged, tracked, and resolved within SLAs.
  • Prioritize tickets based on severity and impact to ensure critical issues are addressed promptly.
  • Troubleshoot hardware, software, and network issues, offering guidance to engineers and resolving more complex problems as needed.
  • Escalate unresolved technical issues to appropriate support teams or vendors, ensuring follow-up and resolution.

Project Management:

  • Lead and manage IT projects aimed at improving service desk operations, including process optimizations, new technology implementations, and tool upgrades.
  • Define project scope, objectives, timelines, and deliverables in collaboration with stakeholders.
  • Coordinate cross-functional teams and resources to ensure successful project execution.
  • Monitor and report on project progress, ensuring milestones are met on time and within budget.
  • Identify and mitigate risks, adjusting project plans as necessary to achieve objectives.
  • Maintain project documentation and ensure proper handover of completed projects to operational teams.

Customer Satisfaction & Reporting:

  • Ensure high levels of customer service and satisfaction, providing regular updates on ticket status and resolving issues efficiently.
  • Gather and analyse user feedback to identify trends and areas for improvement.
  • Generate and present reports on service desk performance, incident resolution times, and customer feedback for management review.
  • Drive continuous service improvement initiatives based on analysis of performance metrics and feedback.

Process Improvement & Documentation:

  • Develop and implement processes to improve the efficiency and effectiveness of the service desk, ensuring that service levels and user expectations are consistently met.
  • Create and maintain a knowledge base of troubleshooting guides, FAQs, and best practices for end-users and service desk agents.
  • Ensure service desk procedures and documentation are up-to-date and aligned with internal policies and industry best practices.

Collaboration & Escalation:

  • Collaborate with other IT teams (e.g., Network, Infrastructure, Security) to ensure seamless service delivery.
  • Act as a point of contact for any service desk-related issues or escalations, ensuring timely resolution and communication with the IT Manager.

Qualifications & Requirements

Education & Experience:

  • Minimum of 3-5 years of experience in a technical support or service desk role, with at least 1-2 years in a leadership or supervisory capacity.
  • Proven experience in managing IT projects, from initiation to successful completion, with a strong understanding of project management principles and methodologies.
  • Experience with IT service management (ITSM).

Skills:

  • Strong technical knowledge of desktop, network, and software troubleshooting.
  • Strong technical knowledge of the Microsoft Stack (Azure, Intune, AD, Defender, Exchange, M365).
  • Excellent leadership and team management skills, with the ability to mentor, motivate, and develop a team.
  • Strong project management skills, including defining scope, planning, execution, and monitoring of IT-related projects.
  • Exceptional customer service skills, with a focus on delivering a positive user experience.
  • Strong problem-solving skills and the ability to prioritize and manage multiple tasks effectively.
  • Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.

Certifications (Preferred but not required):

  • ITIL Foundation certification or higher.
  • Project Management Professional (PMP) or similar project management certification.
  • CompTIA A+, Network+, or similar technical certifications.

Working Conditions:

  • Ability to work in a fast-paced environment with shifting priorities.
  • Occasional evening or weekend work may be required to support critical incidents or system updates.
  • Ability to work on-site or remotely (depending on organizational needs).

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