IT Services Delivery Lead

InterSystems Corporation; Windsor; On-site; GBP 60,000 - 90,000; Full time

Job summary

InterSystems is seeking a Technical Services Manager to lead the frontline IT support team, ensuring SLA adherence and high-quality service. You will coordinate with Tier 2 and other IT leaders on new technologies, process improvements, and system implementations, while developing staff through structured growth plans.

The role emphasizes coaching, strategic thinking, and a customer-first mindset, with a focus on knowledge management and continuous service excellence.

Qualifications

• Leads Tier 1 staff with guidance and assignments to prepare for advanced IT roles.
• Creates structured development plans and career pathways for Tier 1 employees.
• Promotes collaboration to build team resilience and growth.
• Oversees SLA adherence, service quality, and end-user experience.
• Collaborates with Tier 2 and IT leaders on new technologies and improvements.
• Desirable knowledge of prompt engineering, AI tools, and automation in IT operations.

Responsibilities

• Oversee daily service desk operations, ensuring requests and incidents are resolved promptly and SLAs are met.
• Monitor ticket queues, call metrics, and customer feedback for quality service and coverage.
• Develop and refine processes to improve efficiency and end-user experience, fostering a customer-first culture.
• Coordinate project planning, stakeholder communication, and resource allocation between Tier 1 and Tier 2 teams.
• Develop rollout strategies, training materials, and user adoption plans for new technologies with Tier 2.
• Ensure Tier 1 staff are trained to support new systems post-implementation.
• Implement quality assurance processes, including ticket audits and customer feedback reviews.
• Collaborate with IT leaders to ensure smooth escalation for complex issues.
• Oversee creation and maintenance of a knowledge base for internal staff and end users.
• Leverage data and metrics to recommend operational changes and training needs.

Skills

Staff Leadership

Coaching

Strategic Thinking

Project Management

Service Excellence

Communication Skills

Job description

InterSystems is seeking a Technical Services Manager to lead the frontline IT support team, ensuring SLA adherence and high-quality service. You will coordinate with Tier 2 and other IT leaders on new technologies, process improvements, and system implementations, while developing staff through structured growth plans.

The role emphasizes coaching, strategic thinking, and a customer-first mindset, with a focus on knowledge management and continuous service excellence.