Service Delivery Team Lead

Location: FifeContract: full time, permanentSalary: CompetitiveAbout the RoleWe 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 serviceand technical excellence, resolving customer issues, and developing your team whilemaintaining outstanding customer satisfaction. You will lead by example, mentor your teammembers, and delivering client service excellence according to the Redsquid values.Key Responsibilities• Lead and develop a Service Delivery team, fostering a proactive, high-performanceculture driving Ownership, Communication and Action.• Act as the initial technical escalation point for your team, ensuring swift resolution ofcustomer issues.• Manage ticket queues, ensure all tickets and tasks are suitably assigned.• Collaborate with Account Management to align support with client needs.• Deliver technical projects, including system installations, migrations, hardware builds andinfrastructure 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 theHead of Service Delivery.• Create development and training plans under the guidance of the Director of Operationsand/or Head of Service Delivery for each team member, empowering them to achievecareer growth and excel in their roles.• Ensure compliance with ..... full job details .....