SonicJobs Logo
Left arrow iconBack to search
  1. Home
  2. Sheffield
  3. Ict documentation manager
  4. First Line Support Team Leader

First Line Support Team Leader

Cherry Professional - Relationship Led Recruitment
Posted 5 days ago, valid for 9 days
Location

Sheffield, South Yorkshire S5 8DP

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

info
  • The position of First Line Support Team Leader is available in Sheffield with a salary range of £30,000 to £32,500.
  • The role requires a background in service desk support, ideally within a managed service provider (MSP), along with experience in a fast-paced technical support environment.
  • Candidates should possess strong leadership skills and the ability to foster a collaborative team culture while managing workloads effectively.
  • Basic knowledge of switching infrastructure, operating systems like Windows, Mac, and Linux, along with problem-solving skills, is essential for this position.
  • The role involves overseeing day-to-day operations, mentoring team members, and conducting performance reviews, requiring several years of relevant experience in a similar role.
First Line Support Team Leader | £30,000 to £32,500 | SheffieldHours: 12:00pm – 21:00pmMonday to FridayA 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 objectivesWhat 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
Cherry Professional are recruiting for this opportunity on behalf of our client. Please view our Privacy Policy on our website to understand how your data will be used if you apply for this role.

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Logo
SonicJobs
Your next career move. Sorted.
Search jobsbackground image

Contact us

© 2017 - 2025 SonicJobs App Ltd. All rights reserved

Terms & Conditions | Privacy Policy | Browse Jobs