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IT Service Delivery Team Leader

2 months ago

Leominster, Herefordshire, United Kingdom Kingspan Full time
Job Title: IT Service Delivery Team Leader

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

Key Responsibilities:
  • Lead the UK&I Service Delivery team in planning, scheduling, and monitoring work activities to meet business needs.
  • Manage day-to-day requests, incidents, major incidents, changes, and release management to ensure all IT services are delivered in a robust manner.
  • Ensure all tickets are handled in accordance with agreed procedures and that documentation of supported components is available and in an appropriate format.
  • Propose, discuss, and evaluate potential solutions with other resolver teams, including third parties, and implement agreed modifications or workarounds as directed.
  • Escalate service requests and incidents managed by Service Delivery personnel, including Regional teams.
  • 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.
  • Conduct effective performance evaluations and mentor those with less experience through formal channels where appropriate.
  • Liaise with other team leaders/managers within IT to help ensure the achievement of departmental objectives.
  • Deputize for the Divisional IT Service Delivery Manager during periods of annual leave and absence.
  • Provide support out of normal hours, either as part of a rota or on an ad-hoc basis to meet business requirements.
  • 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 to effectively troubleshoot problems.
  • Good understanding of Citrix environments.
  • A good understanding of WAN and LAN environments.
  • An 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.
What We Offer:
  • 25 days Annual Leave (Plus Bank Holidays).
  • Profit Related Bonus.
  • Contributory pension scheme.
  • 4 x salary Life Assurance.
  • Enhanced Maternity, Paternity & Adoption Leave.
  • Buy & Sell Annual Leave.
  • Service Recognition Rewards.
  • Supported Professional Development.