Service Delivery Team Lead

at  Creditsafe

SERVICE DELIVERY TEAM LEAD

Job Title: Service Delivery Team Lead
Location: Cardiff,
Department: Service Delivery Team
We are looking for a Service Delivery Team Lead to join our Cardiff team, this role will need you to be in the office a min of 3 days a week.

SKILLS AND QUALIFICATIONS

• Experience in IT support, with a background in team leadership or management.
• Strong communication and interpersonal skills.
• Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, and network fundamentals.
• Certifications such as ITIL, Lean Six Sigma, CompTIA A+, or MCP are an advantage.
• Ability to manage multiple tasks and organize effectively.

• Lead the Deskside Engineering team, focusing on delivering high-quality support and ensuring customer satisfaction.
• Encourage the use of Artificial Intelligence (AI) to enhance the team’s productivity and efficiency.
• Develop training and documentation to empower staff to find solutions independently.
• Create and improve service management processes to increase efficiency.
• Act as a point of escalation for service issues, collaborating with the team to resolve complex challenges.
• Support team members’ professional growth through coaching and mentoring.
• Work with other departments to ensure service management activities align with company goals.
• Assist the Head of Service Delivery with planning, projects, and operational tasks.
• Ensure compliance with company policies, industry standards, and regulations.
  Note: The duties listed above are not exhaustive. The Service Delivery Team Lead may be asked to take on other reasonable tasks as needed.