IT Service Team Lead

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 ActiveStart : 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.

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