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IT Service Delivery Team Lead

2 months ago

Abingdon, Oxfordshire, United Kingdom South Oxfordshire District Council Full time

Job Summary:

We are seeking an experienced IT Service Delivery Team Lead to join our team at South Oxfordshire District Council. As a key member of our IT department, you will be responsible for coordinating first-line service desk support and providing a single point of contact for all users of our business applications.

Key Responsibilities:

  • Manage a staff rota of Service Delivery Team members to ensure service cover and availability.
  • Ensure documentation is maintained to provide a consistent service and resolve incidents and requests efficiently.
  • Act as a mentor for all Service Delivery Team staff and provide coaching and support.
  • Evaluate and escalate requests to other IT staff or external suppliers as required, maintaining accurate records of progress.
  • Adopt industry best practice for ICT service management (ITIL) and promote continuous service improvement.

Requirements:

  • ITIL Foundation Level qualification.
  • Proven experience of supporting ICT business applications in a large organization.
  • Ability to assist customers over the phone and online using remote support tools.

What We Offer:

  • Enhanced annual leave.
  • Annualized hours.
  • Opportunity to develop staff through coaching and mentoring.