Service Delivery Team Lead

We are seeking a motivated and technically experienced Team Lead to provide mentoring, guidance and leadership to our IT Service Desk teams. This role is pivotal in driving service and technical excellence, resolving customer issues, and developing your team while maintaining outstanding customer satisfaction. You will lead by example, mentor your team members, and delivering client service excellence according to the Redsquid values.

• Lead and develop a Service Delivery team, fostering a proactive, high-performance culture driving Ownership, Communication and Action.
• Act as the initial technical escalation point for your team, ensuring swift resolution of customer issues.
• Manage ticket queues, ensure all tickets & tasks are suitably assigned.
• Collaborate with Account Management to align support with client needs.
• Deliver technical projects, including system installations, migrations, hardware builds and infrastructure changes, in partnership with the centralised PMO team.
• Build strong relationships with your team, customers and third-party vendors.
• Implement system automation and improvements, under the technical guidance of the Head of Service Delivery.
• Create development and training plans under the guidance of the Director of Operations and/or Head of Service Delivery for each team member, empowering them to achieve career growth and excel in their roles.
• Ensure compliance with SLAs, company policies, and best practice

• Proven experience in delivering exceptional customer service ideally in an MSP environment.
• Highly competent in resolving technical issues in a fast-paced environment.
• Advanced technical troubleshooting and problem-solving skills.
• Strong people management and communication abilities.
• Expertise in Microsoft Server and End User environments, UC, Mobile, Networking, and major Cloud providers.
• Ability to work independently and as part of a wider team to ensure all objectives are achieved.
• Familiarity with ITIL 4 Service and Technical Management practices and terminology related to the Service Desk and Service Management would be an advantage