Role & Key Responsibilities:

As the Service Delivery Lead, you will oversee the daily operations of the IT Service Desk, ensuring exceptional service delivery and support to end-users. This position will be responsible for managing a team of IT Support Leads globally, providing technical support, troubleshooting, and ensuring that service requests and incidents are resolved efficiently and within agreed-upon service level agreements (SLAs). The Service Delivery Lead will also play a key role in mentoring team members, driving continuous improvement, and ensuring high customer satisfaction. You will be responsible for:

Team Leadership & Management

• Lead and manage a team of IT Support Leads located in each office, ensuring timely and effective resolution of support tickets and incidents.

• Monitor team performance, providing coaching and feedback to enhance service delivery and team morale.

• Conduct regular one-to-one meetings and team training sessions to ensure skill development and operational excellence.

• Ensure the support team is adequately staffed, managing schedules and work assignments.

Service Desk Operations

• Oversee the day-to-day operations of the service desk, ensuring all incidents and service requests are logged, tracked, and resolved within SLAs.

• Prioritize tickets based on severity and impact to ensure critical issues are addressed promptly.

• Troubleshoot hardware, software, and network issues, offering guidance to engineers and resolving more complex problems as needed.

• Escalate unresolved technical issues to appropriate support teams or vendors, ensuring follow-up and resolution.

Project Management

• Lead and manage IT projects aimed at improving service desk operations, including process optimizations, new technology implementations, and tool upgrades.

• Define project scope, objectives, timelines, and deliverables in collaboration with stakeholders.

• Coordinate cross-functional teams and resources to ensure successful project execution.

• Monitor and report on project progress, ensuring milestones are met on time and within budget.

• Identify and mitigate risks, adjusting project plans as necessary to achieve objectives.

• Maintain project documentation and ensure proper handover of completed projects to operational teams.

Customer Satisfaction & Reporting

• Ensure high levels of customer service and satisfaction, providing regular updates on ticket status and resolving issues efficiently.

• Gather and analyse user feedback to identify trends and areas for improvement.

• Generate and present reports on service desk performance, incident resolution times, and customer feedback for management review.

• Drive continuous service improvement initiatives based on analysis of performance metrics and feedback.

Process Improvement & Documentation

• Develop and implement processes to improve the efficiency and effectiveness of the service desk, ensuring that service levels and user expectations are consistently met.

• Create and maintain a knowledge base of troubleshooting guides, FAQs, and best practices for end-users and service desk agents.

• Ensure service desk procedures and documentation are up-to-date and aligned with internal policies and industry best practices.

Collaboration & Escalation

• Collaborate with other IT teams (e.g., Network, Infrastructure, Security) to ensure seamless service delivery.

• Act as a point of contact for any service desk-related issues or escalations, ensuring timely resolution and communication with the IT Manager.

Required Skills:

• Minimum of 3-5 years of experience in a technical support or service desk role, with at least 1-2 years in a leadership or supervisory capacity.

• Proven experience in managing IT projects, from initiation to successful completion, with a strong understanding of project management principles and methodologies.

• Experience with IT service management (ITSM).

• Strong technical knowledge of desktop, network, and software troubleshooting.

• Strong technical knowledge of the Microsoft Stack (Azure, Intune, AD, Defender, Exchange, M365).

• Excellent leadership and team management skills, with the ability to mentor, motivate, and develop a team.

• Strong project management skills, including defining scope, planning, execution, and monitoring of IT-related projects.

• Exceptional customer service skills, with a focus on delivering a positive user experience.

• Strong problem-solving skills and the ability to prioritize and manage multiple tasks effectively.

• Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.

Preferred Skills (not required:

• ITIL Foundation certification or higher.

• Project Management Professional (PMP) or similar project management certification.

• CompTIA A+, Network+, or similar technical certifications.

Additional Information

• Ability to work in a fast-paced environment with shifting priorities.

• Occasional evening or weekend work may be required to support critical incidents or system updates.

• Ability to work on-site or remotely (depending on organizational needs).

What’s in it for you?

• Experience a dynamic and team-orientated work environment.

• Opportunities for personal growth and learning

• An open, inclusive and supportive team where you will be valued, and your suggestions will be welcome.

• 26 days paid holiday per year. This is in addition to local public holidays.

• Competitive salary

• Hybrid Working

• Risk Benefits such as pension, Life Assurance (4x annual salary), Private Medical Insurance

• Team Building Opportunities

• Flexible core hours between 10am – 4pm

• Receive support whenever you need it with our Employee Assistance Program, available 24/7.

• Local discounts and more…

Our team is committed to keeping remuneration and benefits under constant review to make sure what we offer stays relevant.