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IT Service Delivery Team Leader

Netwirking Ltd
Closing date
24 Jun 2022

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Technology & New Media
Contract Type
Full Time
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Netwirking are helping a client based in North Shields as they look to add an IT Service Delivery Team Leader to the business. This role would ideally suit someone working as an IT Engineer who has experience looking after a team and who wants to be a team leader permanently. Experience working within a MSP is highly desirable.

Duties and Responsibilities:
  • Team Work - Lead, Manage & Mentor the Service Delivery Team. This includes Hiring and recruitment.
  • Customer Management - Liaise with clients to make sure that they are happy and your team and solutions are running smoothly and are adequate for their current & future needs.
  • Development of the PSA - Develop and use the platform to introduce new processes when required.
  • Development of use of RMM - Review RMM policies to ensure adequate patching & monitoring are taking place
  • Introduction of new products and services - Manage and oversee rollout of new technologies/services across the customer base
  • Communication, Reporting and Risk - Identify, Communicate and Mitigate potential risks to the Company and Clients
  • Numbers and Metrics - Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics

Essential Skills and Experience:
  • Experience working for a Managed Service Provider (MSP) or IT Support Business (highly desirable)
  • Management & Leadership Experience of an IT Service Team
  • Drivers license
  • Great Communications skills
  • IT literate - Advanced user level
  • A deep desire to deliver an amazing Client Experience
  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience and knowledge of working with the Microsoft 365 Platform
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