Job Description
£35k - £45K DOE | Hybrid | Exeter
Our client is a well-established and forward-thinking IT solutions provider based in Exeter. Renowned for delivering exceptional managed services, they partner with organisations across multiple sectors to provide robust, efficient, and secure IT support. With a culture built on collaboration, continuous improvement, and technical excellence, this business is committed to empowering its people to deliver first-class service.
The Role:
This is an excellent opportunity for a technically capable and people-focused professional to lead a dynamic 1st Line Service Desk team. The Service Delivery Team Leader will play a key role in ensuring client satisfaction, overseeing day-to-day operations, and driving efficiency through process improvement. Working closely with senior colleagues, this individual will ensure the highest standards of service delivery and team performance.
Key Responsibilities of the Service Delivery Team Leader:
1. Lead, coach and develop a team of Service Desk Analysts to deliver outstanding technical support and meet SLAs.
2. Oversee the logging, triage, and progression of all support tickets, ensuring timely resolution and effective escalation where necessary.
3. Monitor team performance, customer satisfaction (...