IT Service Delivery Team Leader

6 days ago

Leominster, Herefordshire, United Kingdom Kingspan Full time
About the Role

We are seeking a highly skilled and experienced IT Service Delivery Team Leader to join our team at Kingspan. As a key member of our IT department, you will be responsible for leading our UK and Ireland Service Delivery team in providing exceptional IT services to our global operations.

Key Responsibilities
  • Team Leadership: Supervise and manage the UK and Ireland Service Delivery team, ensuring they have the necessary skills and resources to deliver high-quality IT services.
  • Service Delivery: Work closely with the Divisional IT Service Delivery Manager to plan, schedule, and monitor work activities to meet business needs, ensuring staffing levels are maintained and stock levels are correct.
  • Ticket Management: Ensure all tickets are handled in accordance with agreed procedures and that documentation of supported components is available and in an appropriate format.
  • Problem-Solving: Propose, discuss, and evaluate potential solutions with other resolver teams, including third parties, and implement agreed modifications or workarounds as directed.
  • Escalation Point: Serve as an escalation point for service requests and incidents managed by Service Delivery personnel, including Regional teams.
  • Change Management: Ensure that any changes to the operational environment are only undertaken when properly approved and done so in accordance with the Divisional Change Management procedures.
  • Performance Evaluation: Conduct effective performance evaluations and mentor those with less experience through formal channels where appropriate.
  • Training and Development: Ensure all UK and Ireland Service Delivery Team members are appropriately trained for their roles.
  • Communication: Liaise with other team leaders/managers within IT to help ensure the achievement of departmental objectives.
  • Delegation: Deputize for the Divisional IT Service Delivery Manager during periods of annual leave and absence.
  • Support: Provide support out of normal hours, either as part of a rota or on an ad-hoc basis to meet business requirements.
  • Reporting: Produce team performance reports.
Requirements
  • Full UK Driving License
  • Good Understanding of Office 365 and Exchange Online
  • Detailed Understanding of Client Hardware and Operating System
  • Good Understanding of Citrix Environments
  • Good Understanding of WAN and LAN Environments
  • Understanding of MPLS and VPN Fundamentals
  • Mobile Technologies
  • Unified Communications
  • Experience of Managing a Team
  • Strong Attention to Detail
  • Experience of Working in an Office Environment
  • Excellent Numeracy Skills and Experience of Using Spreadsheets
  • Ability to Identify, Analyze, and Solve Problems
  • Excellent Oral and Written Communication Skills
  • Ability to Work Independently and Under Own Initiative and as Part of a Team
  • Strong Organizational Skills
  • Ability to Work Under Pressure
  • A Minimum of 2 Years' Experience in a Similar Role and Environment
Desirable Qualifications
  • ITIL Certification V3/V4
  • Certifications in Microsoft Technologies
  • Exchange and Server
  • Understanding of Microsoft Active Directory
  • Understanding of VM Ware

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