IT Service Delivery Team Leader

Job Purpose

The Regional IT 2nd Line Service Delivery team is responsible for the delivery of IT support services to our internal customers across the EMEA Region and is a key team within the wider Global IT Team. This team has wide-ranging tasks that provide IT support services to over 4500 end users across EMEA. These services include Office 365 and Windows Server administration, supporting our Dell laptop and desktop estate on the Windows 10 platform, and delivering excellent support services to enable the business to exceed.

Job Overview

Responsibilities:

• Ensuring that tasks, service requests, and incidents are allocated across the team in accordance with internal processes and procedures.
• Regular 1-2-1 sessions with each team member.
• Perform regular performance evaluations of team members’ performance and set goals and objectives in alignment with the company’s goals and objectives.
• Promote the company’s values and ensure that the IT Service Delivery team operates in an efficient manner and offers best in class level of support to our internal and external customers.
• Responsible and accountable for producing regular reports relating to the number of incoming service requests and incidents versus closed service requests and incidents for each team member.
• Collaborates with other departments within Group IT (i.e. Project Management) to ensure resource allocation and availability for projects where IT Service Delivery is involved.
• Leave and illness cover planning.
• Responsible and accountable for ensuring that the Major Incident Management process is followed as well as communications are issued to the business in case of outages, major incidents, service degradation and scheduled maintenance.
• Identify areas of improvement within the regional Service Delivery team, processes, and procedures and take sustainable action to reduce incident/service request volume.
• Collaborate with Problem Management to identify the root cause of repeat incidents.

Skills & Experience

• CompTIA or similar.
• Excellent customer focused approach and commitment to service delivery.
• Strong problem-solving skills.
• Ability to prioritize workload.
• Strong interpersonal and communication skills, both verbal and written.
• Active directory, DNS, DHCP, Office 365 Administration, SCCM and Intune and Azure.
• Understanding of internet technologies (WWW, FTP, EMAIL, TCP/IP, VPN).
• Virtualization (Hyper-V, VMware).
• System Centre Virtual Machine Management.
• NMS (any but ideally PRTG, Zabbix).
• Experience of using NMS systems.
• Group Policy.
• Knowledge of scripting in PowerShell, batch files or VBScripts.
• Backup Technology - Veeam, Backup Exec and Cloud Berry.