IT Service Team Lead

identifi Global Resources; United Kingdom; On-site; GBP 45,000 - 55,000; Full time

Job summary

A leading IT service provider is seeking an experienced IT Service Team Leader in Bristol. This role requires proven leadership and management skills in IT service delivery, focusing on KPIs and SLAs. The candidate will manage a team of engineers and engage with stakeholders to ensure high-quality service delivery. Active SC Clearance is essential. The position offers a dynamic work environment with immediate start available.

Qualifications

• Proven leadership and team management skills in an IT service delivery environment.
• Strong customer service and stakeholder engagement skills.
• Knowledge of IT end user services and support processes.
• Active SC Clearance is essential.

Responsibilities

• Lead and manage a team of 5-7 engineers to deliver a high-quality service.
• Act as the main point of engagement with service managers and customer stakeholders.
• Use reporting data to identify trends and drive service improvements.
• Ensure adherence to all compliance requirements.

Skills

Leadership skills

Customer service

Stakeholder engagement

Organizational skills

Tools

Windows

Microsoft Office

ITIL principles

Job description

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.