EasyQuayIT is looking for an enthusiastic Service Delivery Team Leader to join our team in North Shields. The number one goal of everyone in our team is to make our Clients exceptionally happy. This is especially true of the Service Delivery Team Leader role.
The Service Delivery Team Leader oversees the building, leading & growing a team that includes Apprentice, Support Analyst and Senior Support Analyst / Network & Field Engineers, along with a series of Trusted Contractors and Vendors.
Provide a point of contact for non-technical issues & escalations for our Clients
Liaise with Clients to make sure that they are happy and our team and solutions are running smoothly and are adequate for their current & future needs
Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)
Use our PSA to manage and monitor all Client-facing activity
Develop and use the platform to introduce new processes when required
Introduce/Expand automation of business processes where possible
Reporting of KPIs and other relevant data
Identify each Team member's strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive
Coordinate, schedule and staff the Service Team to high utilization
Support the Team and Clients with any unusual/high-level issues that arise
Review and approve Timesheets & Expense Reports
Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our Clients
Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores
(CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core Values
Great Communications skills, founded in being a good listener
IT literate - Advanced user level
A deep desire to deliver an amazing Client Experience
The ability to keep up with & adapt to the fast-paced IT world
Experience working for a Managed Service Provider (MSP) or IT Support Business
Experience using a Ticketing system / RMM Tool and PSA software
Experience and knowledge of working with the Microsoft 365 Platform
Skills in Strategic & Resource Planning with an ability to think and plan ahead
Experience handling Technical Service Tickets
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Management & Leadership Experience of an IT Service Team
Get your birthday off
BUPA private medical care
Flexible Working Hours
Cycle to Work Scheme
An easy-going environment and culture
The flexibility to work from home
A Proactive Approach to Ongoing Training to help you develop life-long skills
Sounds interesting? Click APPLY to send your CV for immediate consideration.
Candidates with previous experience or job titles including; IT Manager, IT Support Manager, Technician, IT Service Manager, Service Desk Manager, Service Desk Team Leader, IT Team Leader, Senior IT Support and IT Service Delivery Manager may also be considered for this position