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Technical Service Delivery Lead

1 month ago

Cardiff, Cardiff, United Kingdom Creditsafe Full time
About this Role

This is a new opportunity for a Technical Service Delivery Lead to oversee the day-to-day operations and management of the Deskside Engineering team based in our offices around the world.

The role requires a supportive and technically proficient team player to manage day-to-day operations and ensure the engineers possess the required knowledge, behaviours, and skills to succeed in their role.

Key Responsibilities
  • Manage and oversee the Deskside Engineering team, ensuring high-quality service delivery and customer satisfaction.
  • Explore and encourage the use of Artificial Intelligence (AI) within the team to enhance the productivity and efficiency of both the team and the staff they support.
  • Develop and enhance our existing body of training and documentation resources to improve our staff's ability to self-service.
  • Develop and implement service management processes and procedures to enhance efficiency and effectiveness.
  • Serve as a point of escalation for service issues and work collaboratively with the team to resolve complex problems.
  • Monitor team performance, providing coaching and mentoring to support professional development.
  • Collaborate with other departments to align service management activities with broader organizational goals.
  • Assist the Head of Service Delivery with planning, project management, and operational tasks.
  • Ensure compliance with company policies, industry standards, and regulatory requirements.
Requirements
  • Proven experience in an IT Support role, with ability to demonstrate experience in a supervisory or managerial role
  • Leadership and team management abilities, with excellent communication and interpersonal skills.
  • Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, network fundamentals.
  • Relevant certifications such as ITIL, Lean Six Sigma, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus.

We offer a competitive salary, bonus scheme, 25 days annual leave, and a range of other benefits.