IT Service Delivery Team Lead

Next15 is a data and technologyled growth consultancy that employs nearly 4000 people across 38 offices in 15 countries. Within our family of 24 consultancies and marketing businesses (our brands) we focus on solving our clients growth problems.

Role overview

We are looking for an IT Service Delivery Team Lead to join our team in London. Reporting to our IT Service Delivery Manager you will guide and empower our service desk team to deliver outstanding IT support to our diverse range of brands. Your leadership will ensure our internal clients IT needs are met with efficiency and expertise.

As an IT Service Delivery Team Lead at Next 15 you will:

• Lead mentor and develop a team of IT service desk analysts ensuring they deliver highquality technical support and customer service to the organisations staff and clients.

• Provide coaching feedback and training to the team members identify and address any performance or development gaps

• Monitor organise and prioritise the teams workload performance and productivity ensuring that the service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.

• Gather information track problems and incidents escalate where required and resolve any complex or critical issues that the team members cannot handle liaise with other IT teams or external vendors as needed.

• Ensure that the team follows the IT policies procedures and best practices maintains the quality and accuracy of the IT service desk records and documentation.

• Analyse and report on the teams performance customer satisfaction and service improvement opportunities make recommendations and implement changes as required

• Participate in the IT service desk rota and provide technical support and customer service to the organisations staff and clients as needed.

• Contribute to the IT service desk strategy planning and projects and collaborate with other IT teams and stakeholders.

• Ensure all assets are correctly assigned and updated on the asset tracking system.

• Ensure all purchased hardware is tracked and that serial numbers and purchase orders are correctly uploaded to Fresh Service.

• Ensure that the team checks meeting rooms daily fixes issues and updates building services on any issues that may impact meetings or client events.

• Ensure the Service Desk collaborates effectively with other IT departments especially involving ticket escalation and incident management.

You will bring:

• Knowledge and understanding of IT systems applications and infrastructure as well as the ability to troubleshoot diagnose and resolve technical issues.

• Experience using multiple Operating Systems such as Windows Mac OS and Linux.

• An excellent customer service with an empathetic and professional approach to working with our staff and clients.

• Experience leading managing and developing a team of IT service desk analysts as well as the ability to motivate inspire and empower the team members.

• A practical approach to solving problems as well as the ability to prioritise escalate and resolve issues in a timely and efficient manner.

• Proficiency in using various IT tools and systems to analyse and report on the teams performance customer satisfaction and service improvement opportunities.

• Excellent stakeholder management skills.

And in return Next 15 offers:

• Excellent salary

• 6% matched pension contributions

• 30 days annual leave

• Green Car scheme that saves you up to 40% on the cost of driving an electric car with a wide variety of cars to choose from

• Group Life insurance

• Flexible working

• Career progression

• Open and collaborative workplace culture

Why Us

At Next 15 our people are our biggest investment and greatest asset. Whether its creativity or analytical insight we always look for people with a genuine passion for what they do a desire to succeed and always endeavour to find new ways of working with clients.
We are committed to creating an inclusive and diverse workforce. We uphold and celebrate our differences. We do not discriminate.
Regardless of your colour race ancestry national origin citizenship social background religion gender identity sexual orientation age marital status disability or veteran status you are welcome to join us. Just bring your whole self.