IT Service Team Leader (SC Cleared) – Fixed Term Contract
Location:
Onsite - Bristol(Secure site)
Rate:
£38/hr(Inside IR35)
Clearance:
SC Cleared- Current and Active
Start :
ASAP - Upto 6 months
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
This role offers the opportunity to play a key part in delivering high quality IT services in a dynamic and fast moving environment.