Service delivery team lead

Salary: Competitive
Location: Fife
Job Type: Full time
Contract Type: Permanent

About the Role

We are seeking a motivated and technical experienced Team Lead to provide mentoring,
guidance and leadership to our IT Service Desk teams. This role is pivotal in driving service
and technical excellence, resolving customer issues, and developing your team while
maintaining outstanding customer satisfaction. You will lead by example, mentor your team
members, and delivering client service excellence according to the Redsquid values.

Key Responsibilities

Lead and develop a Service Delivery team, fostering a proactive, high-performance
culture driving Ownership, Communication and Action.
Act as the initial technical escalation point for your team, ensuring swift resolution of
customer issues.
Manage ticket queues, ensure all tickets & tasks are suitably assigned.
Collaborate with Account Management to align support with client needs.
Deliver technical projects, including system installations, migrations, hardware builds and
infrastructure changes, in partnership with the centralised PMO team.
Build strong relationships with your team, customers and third-party vendors.
Implement system automation and improvements, under the technical guidance of the
Head of Service Delivery.