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Key Responsibilities:
- Oversee daily operations, ensuring SLAs are met and tickets are managed effectively.
- Lead, mentor, and motivate the first-line support engineers to maintain a positive and productive environment.
- Deliver training on new products, tools, and processes.
- Participate in the management on-call rota for first-line HR matters outside office hours.
- Manage team rotas, including sickness and holiday management.
- Identify process improvements to enhance efficiency and quality.
- Provide hands-on support for customer IT issues when needed.
- Support team members professional development through coaching and regular performance reviews.
Ideal Candidate:
- Previous MSP experience
- Experience in a busy technical support environment.
- Strong leadership skills with experience managing a team.
- Great interpersonal skills and the ability to build positive team relationships.
- Skilled in providing feedback and conducting performance reviews.
- Basic knowledge of switching infrastructure, LAN/WAN technologies, and operating systems (Windows, Mac, Linux).
At Adept Resourcing - Commercial & Engineering, we specialise in connecting companies with top talent that drives innovation, growth and success. With our industry expertise, extensive network and personalised approach, we're here to help you.
