Service Delivery Supervisor

We are seeking an experienced Service Support Supervisor (Infrastructure) to join our clients team and provide exceptional support and guidance to our clients Application and IT Support teams. As an Infrastructure Support Supervisor, you will work closely with the Service Delivery Manager and act as their deputy, ensuring the smooth operation of our clients systems and the delivery of high-quality customer service. Your responsibilities will include monitoring team interactions, managing compliance tasks, analysing management information, and fostering a culture of continuous improvement. Additionally, you will be involved in the personal development of team members and contribute to the setting of annual objectives.

This role is paying up to 35k and is situated at our clients office in Richmond Upon Thames. 

Snapshot of the Responsibilities:

• Collaborate with the Service Delivery Manager to effectively manage and support the Application and IT Support teams.
• Serve as the deputy for the Service Delivery Manager, providing leadership and guidance in their absence.
• Support the completion of compliance tasks such as PS Controls, Audit actions, and supplier reviews.
• Monitor interactions with team members and customers by running reports from the Service Management Tool.
• Gather management information through the support ticketing system to aid in the management and achievement of SLAs for the support teams.
• Act as the initial point of escalation and follow up accordingly for both Support teams.
• Assist the Service Delivery Manager in identifying and implementing improvements for the support teams.
• Proactively identify areas of improvement and suggest innovative solutions.
• Aid in the personal development of team members through activities such as 1-to-1 meetings, training, and mentoring.
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General Duties:

• Develop a comprehensive understanding of the key systems used within othe organisation 
• Manage workload and helpdesk tickets using our clients internal helpdesk system.
• Collaborate with IT support and application providers to ensure smooth system operations and adherence to SLAs.
• Allocate appropriate resources for internal and external service desk requirements.
• Serve as a point of contact for escalations and complaints from customers and internal staff, ensuring prompt delivery of services and resolution of issues.
• Implement measures to optimise the effectiveness and efficiency of the support team in resolving customer support issues and queries.
• Maintain up-to-date documentation related to support processes and procedures.
• Escalate support queries internally and externally to suppliers when necessary, ensuring timely resolution within agreed timescales.
• Report on SLA Key Performance Indicators (KPIs) to the Service Delivery Manager.
• Identify training and skill gaps within the Service Desk and facilitate appropriate measures to address them.
• Proactively explore future technologies to support the business objectives.
• Provide day-to-day support to the business as required.
• Troubleshoot and resolve issues promptly and efficiently.
• Collaborate on various business projects and tasks aligned with the UK business strategy and financial objectives.
• Work closely with the business and Business Change Team to develop and implement system enhancements.
• Provide guidance, training, and support to business staff, addressing their queries.
• Assist users in identifying test areas, creating test scripts, and conducting User Acceptance Testing as needed.

Requirements:

• Previous experience in a supervisory or team lead role within an IT support environment.
• Strong knowledge of IT support processes, service management tools, and SLA management.
• Excellent leadership and communication skills.
• Ability to analyse and interpret management information and reports.
• Proven track record in driving continuous improvement and implementing best practices.
• Strong problem-solving and troubleshooting abilities.
• Familiarity with various IT systems and applications.
• Ability to manage workload effectively and prioritise tasks.
• Exceptional customer service and interpersonal skills.
• Proactive and self-motivated with a keen eye for detail.
• Flexibility to work on business projects and tasks as required.
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If you feel that you may be suited to the role and would like to apply, please send your cv through, and if deemed a good fit for this position, someone will be in touch very soon.

Lamb Personnel is an equal opportunities employer welcoming applications from all sections of the community and from people of diverse ages, experiences, and backgrounds, including people with disabilities.