First Line Support Team Leader:

First Line Support Team Leader | £30,000 to £32,500 | Sheffield
Hours: 12:00pm – 21:00pm
Monday to Friday


A very exciting opportunity has arisen for an accomplished and experienced First Line Support Team Leader to join a dynamic business who specialise in managed IT support. As a First Line Team Leader, you will manage a technical support team that provides industry-leading support to both existing and new customers. You will work as part of the Customer Care Support Management team to ensure the successful delivery of department strategic objectives


What we’re looking for:

• A background in service desk support, ideally within an MSP
• Experience working in a fast paced technical support environment
• Be an experienced leader and able to showcase leadership skills
• Strong interpersonal skills, with the ability to build positive relationships, resolve conflicts, and foster a collaborative team culture
• Confidence in providing regular feedback and conducting performance reviews to help team members grow professionally
• Skilled at managing workloads, delegating tasks effectively, and ensuring efficient use of team resources
• Basic knowledge of switching infrastructure and protocols and LAN and WAN technologies
• Knowledge of operating systems including Windows, Mac & Linux
• Have a logical approach to problem solving
• Any extra languages are a bonus!!!!

The finer elements of the role include:

• Oversee the day-to-day operations of the Customer Care First Line team, making sure SLAs are met, and tickets are handled with care
• Inspire, mentor, and manage the first-line support engineers, creating a positive and productive environment
• Deliver training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best
• Take part in a management on-call rota for first line related HR matters outside of office hours
• Manage the team rotas, this includes the management of sickness and holidays within the team
• Work with the Support Management team to support and deliver department and company strategic objectives
• Identify areas for improvement in work flows and processes, and support with designing and implementing changes to boost efficiency and quality
• Ensure clients get the best experience by resolving their IT issues quickly and efficiently and stepping in when issues need extra attention
• Play a key role in hiring the right talent to join the team, ensuring we’re set up for success with the best people on board
• Help your team grow professionally by supporting their career aspirations, offering coaching, and creating tailored development plans
• Conduct regular one-on-ones and formal performance reviews, giving constructive feedback and celebrating successes

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