We are seeking an experienced IT Service Team Leader to join our team, supporting a large public sector customer.
The role is ideally suited to someone with a proven track record of leading IT service teams , delivering against KPIs and SLAs , and driving service improvements to ensure a first class customer experience.
Key Responsibilities
- Lead and manage a team of 5–7 engineers to deliver a high quality, contractually compliant service
- Run daily team calls to ensure all issues are tracked and managed effectively
- Act as the main point of engagement with service managers and customer stakeholders
- Use reporting and performance data to identify trends and drive service improvements
- Forecast resource requirements and work with technical teams to ensure the right skills are in place
- Manage escalations, formal complaints, and dissatisfied users through to successful resolution
- Ensure adherence to all customer and company policies, processes, and compliance requirements
- Conduct operational one to ones and maintain high levels of team communication and engagement
Performance Indicators
- Achievement of SLAs and KPIs
- Positive user satisfaction scores
- High staff engagement and morale
- Effective issue resolution and service improvements
- Warranty credits achieved for vendor device repairs
What We Are Looking For
- Proven leadership and team management skills in an IT service delivery environment
- Strong customer service and stakeholder engagement skills
- Solid understanding of IT end user services and support processes
- Knowledge of Windows, Microsoft Office, and ITIL principles (ITIL accreditation desirable)
- Organisational skills with the ability to forecast, plan and drive performance
- Active SC Clearance is essential
Location: Onsite - Bristol(Secure site)
Clearance: SC Cleared- Current and Active
Start : ASAP - Upto 6 months
This role offers the opportunity to play a key part in delivering high quality IT services in a dynamic and fast moving environment.
IT Service Team Lead employer: Identifi Global
Join a leading Elastic partner in the UK, where you will be part of a dynamic team of over 30 specialists dedicated to delivering complex security projects across Defence and NATO environments. With a strong focus on employee growth and a collaborative work culture, this hybrid role offers the chance to engage directly with clients while contributing to significant projects that shape the future of security architecture. Enjoy the benefits of working in a supportive environment that values your expertise and provides opportunities for professional development.
