IT Service Delivery Manager
1 week ago
About the Role:
We are seeking an experienced IT professional to join our team as a Technical Support Team Leader. The successful candidate will be responsible for managing a support team consisting of 1st and 2nd line service desk engineers.
The company offers an innovative working environment with the chance to gain experience working with the latest technologies. This position will offer autonomy to bring your style of leadership to the role and to implement changes that will improve the internal processes and overall performance of the IT team.
Key Responsibilities:
- Managing a support team of 1st & 2nd line support engineers
- Improving the performance of the technical support team by implementing change to the existing support processes and training set-up
- Reviewing and improving internal structure to ensure service levels, support quality and customer satisfaction targets are met
- Leading department and individual performance reviews
- Dealing with escalated issues when required
Requirements:
- Prior experience managing a technical support team (ideally at least 5 engineers)
- Able to implement new processes, deliver change and a track record of improving IT support services
- Understanding of ITIL practices (ideally ITIL qualified)
- Experience developing metrics to analyse support team performance
- Knowledge of on-premise to cloud migrations (advantageous but not essential)
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