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IT Service Delivery Team Lead Bristol - £37,000 - Hybrid (80% Onsite) In your role as a Service Desk Team Lead, your primary responsibilities involve guiding and managing a group of IT Support Technicians. The IT Service Desk serves as the primary hub for addressing IT inquiries from colleagues, and your team is responsible for creating and delivering services to meet their needs. Your key duties include supervising the daily operational efficiency of service delivery and ensuring the achievement of performance goals. This role demands a balance between hands-on involvement and team leadership. Job Responsibilities: Lead and support a team of IT Support Technicians. Manage day-to-day operational support activities of the service team. Ensure the development, maintenance, and adherence to standards, policies, and procedures. Act as a Major Incident Manager when needed. Operate within the ITIL Framework. Handle escalated complaints and manage relationships with external suppliers. Provide team support and development through regular performance reviews. Monitor and identify trends, problems, and recurring issues in IT support and escalate as necessary. Offer efficient technical support for onsite PCs, Laptops, MFDs, etc. Identify and address performance gaps, analyse trends, and manage team and colleague performance. Monitor and measure contact quality to ensure high levels of customer service. Ensure the Service Team maintains the Asset register throughout its life cycle. Required Skills and Experience: Previous experience in line management. Ideally, experience working within an ITIL framework. Familiarity with ServiceDesk Plus or similar call logging systems. Willingness to occasionally travel nationally or internationally to support business needs. Intermediate-level proficiency in the Office 365 suite. Excellent customer service and communication skills. Basic knowledge of workflow processes. Understanding of Business Process Management. High-level understanding of Network/Infrastructure and Development methods. INDTECH