Looking to advance your IT career?

This is a growth-focused technical role ideal for someone already coaching or mentoring within a service desk or IT support team and ready to take on a bigger challenge. As Service Delivery Lead, you'll work in a dynamic MSP environment that’s fast-paced, technical, and client-facing. You'll play a key role in uplifting team capability, improving service processes, and driving day-to-day delivery excellence.

This is the perfect opportunity for someone who thrives in complex technical environments and wants a clear pathway to becoming a Service Delivery Manager. If you're ready to grow, lead, and make an impact—we want to hear from you.

Key Responsibilities:

Technical Escalation: Provide high-quality resolution support for complex or escalated incidents from the L1/L2 team.

Team Uplift & Coaching: Act as a mentor to service desk staff; run training sessions, skill assessments, and development plans to improve team capability.

Service Quality Oversight: Monitor ticket quality, adherence to SLAs, and end-user satisfaction. Provide feedback and continuous improvement input.

Process & Documentation Leadership: Lead the creation and improvement of internal and client documentations

Coordination of Day-to-Day Delivery: Work with the Customer Service Manager and Director of Clinet Services to help prioritise tasks, schedule work effectively, and act as a liaison between the desk and other teams (Projects, Engineering).

Client Experience Support: Monitor key accounts for service consistency. Assist with service reviews, onboarding, reporting, site visits and client requirements meetings .

Key Skills & Experience:

3–5+ years experience in a IT support environment, preferably within an MSP.

Prior exposure to leading, coaching, or coordinating technical teams.

Solid technical troubleshooting across Microsoft 365, Azure, networking, and standard MSP tools.

Strong communication and leadership qualities—able to coach and coordinate a team effectively.

Experience with PSA/RMM platforms and ITSM practices.

Process-oriented mindset with high attention to detail in documentation and service procedures.

Desirable:

Microsoft or Fortinet Certified

ITIL Foundation Certification or similar framework understanding.

Familiarity with MSP-specific reporting, metrics, and SLAs.

Exposure to security frameworks such as ISO 27001 or Essential Eight.