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1st Line Team Leader
Sheffield
30,000 - 35,000
Your new role
As a first-line team leader, you will support our first line it engineers providing industry leading it support to our clients. Supporting the team with learning and development as well as being an escalation point for tickets. You will work as part of the Support Management team to ensure the successful delivery of department strategic objectives.
Responsibilities
Oversee the day-to-day operations of the support desk, monitoring the ticket queue and escalating tickets as needed, ensuring SLAs are met, and tickets are handled with care.
Inspire, mentor, and manage our first-line support technicians, creating a positive and productive environment.
Monitoring and reporting on failovers to find out what/why they have happened - and fix.
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 rota. This includes managing sickness and holidays within your team.
Work with the Support Management team to support and deliver department and company strategic objectives.
Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality.
Ensure our 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 onboard.
Personal Development: 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.
Experience needed
You've got a background in service desk support, ideally within an MSP.
Be able to showcase team leadership abilities.
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.
Experience with the following: Software installations & updates, Password resets, Office 365 maintenance and administration, File management and security and Basic network and broadband diagnostics.
Have a logical approach to problem solving.
Any extra languages are a bonus!
Hours: 07:00 - 15:00 or 13:00 - 21:00 Monday to Friday
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