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- Tasks: Lead and develop a high-performance IT Service Delivery team while resolving customer issues.
- Company: Join a dynamic tech company focused on service excellence in Fife.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Why this job: Make a real impact by mentoring your team and delivering exceptional client service.
- Qualifications: Experience in customer service and strong technical troubleshooting skills required.
- Other info: Collaborative culture with opportunities for professional development and training.
The predicted salary is between 40000 - 50000 £ per year.
Salary: Competitive
Location: Fife
Job Type: Full time
Contract Type: Permanent
About the Role
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 deliver client service excellence according to the Redsquid values.
Key Responsibilities
- 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, ensuring 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.
What We're Looking For
- 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.
Service Delivery Team Lead in Scotland employer: Redsquid
Contact Detail:
Redsquid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Team Lead in Scotland
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups or webinars, and don’t be shy about asking for introductions. The more people you know, the better your chances of landing that Service Delivery Team Lead role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your past achievements in service delivery and team management. When you get the chance to chat with potential employers, let them see how you can drive excellence and customer satisfaction.
✨Tip Number 3
Practice makes perfect! Get ready for interviews by doing mock sessions with friends or mentors. Focus on articulating your experience in technical troubleshooting and people management, as these are key for the role we’re looking to fill.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission of delivering outstanding service.
We think you need these skills to ace Service Delivery Team Lead in Scotland
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Delivery Team Lead role. Highlight your technical expertise and people management skills, as these are key to impressing us.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for customer service and leadership. Tell us how you’ve driven excellence in previous roles and how you align with our values.
Showcase Your Technical Skills: Since this role requires advanced technical troubleshooting, don’t shy away from detailing your experience with Microsoft Server, networking, and cloud providers. We want to see how you can tackle challenges head-on!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Redsquid
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft Server, networking, and cloud services. Be ready to discuss specific scenarios where you've resolved technical issues in a fast-paced environment.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a team or mentored colleagues in the past. Highlight your ability to foster a high-performance culture and how you've driven ownership and communication within your team.
✨Understand the Company Values
Familiarise yourself with the company's values and how they align with your own. Be prepared to discuss how you can embody these values in your role as a Service Delivery Team Lead, particularly in delivering client service excellence.
✨Ask Insightful Questions
Prepare thoughtful questions about the team's current challenges, the company’s approach to service delivery, and how they measure success. This shows your genuine interest in the role and helps you assess if it's the right fit for you.