Service Delivery Team Lead

Location: Fife
Contract: full time, permanent
Salary: Competitive

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.
• Create development and training plans under the guidance of the Director of Operations
and/or Head of Service Delivery for each team member, empowering them to achieve
career growth and excel in their roles.
• Ensure compliance with SLAs, company policies, and best practice

What We’re Looking For

• Proven experience in delivering exceptional customer service ideally in an MSP
environment.
• Highly competent in resolving technical issues in a fast-paced environment.
• Advanced technical troubleshooting and problem-solving skills.
• Strong people management and communication abilities.
• Expertise in Microsoft Server and End User environments, UC, Mobile, Networking, and
major Cloud providers.
• Ability to work independently and as part of a wider team to ensure all objectives are
achieved.
• Familiarity with ITIL 4 Service and Technical Management practices and terminology
related to the Service Desk and Service Management would be an advantage

REF-227 343