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First Line Team Leader

Elevation Recruitment Group
Posted 10 hours ago, valid for 3 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

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  • The First Line Support Team Leader position requires a passionate and experienced leader to manage a technical support team, providing industry-leading support to customers.
  • The role involves overseeing daily operations, mentoring team members, and delivering training sessions on new products and processes.
  • Candidates should have a background in service desk support, preferably within an MSP, along with proven leadership skills and experience in a fast-paced technical support environment.
  • The position offers a salary of £35,000 per year and requires at least 3 years of relevant experience.
  • This hybrid working role includes managing team schedules, participating in on-call duties, and ensuring exceptional client experiences.

First Line Support Team LeaderHours: 12:00 – 21:00, Monday to Friday Hybrid working 3 days in 2 days out

Are you a passionate and experienced leader in technical support? We are looking for a First Line Support Team Leader to manage a team that provides industry-leading support to both existing and new customers.

As part of the Customer Care Support Management team, you will play a pivotal role in ensuring the success of the strategic objectives.

Key Responsibilities:
  • Oversee the daily operations of the Customer Care First Line team, ensuring SLAs are met and tickets are handled efficiently.

  • Inspire, mentor, and manage first-line support engineers, fostering a positive and productive team environment.

  • Deliver training sessions on new products, tools, and processes to enhance team performance.

  • Participate in a management on-call rota for first-line HR matters outside of office hours.

  • Manage team schedules, including sickness and holiday planning.

  • Collaborate with the Support Management team to achieve department and company strategic objectives.

  • Identify opportunities for workflow and process improvements, implementing changes to enhance efficiency and service quality.

  • Ensure an exceptional client experience by resolving IT issues swiftly and stepping in when necessary.

  • Play a key role in recruitment, hiring the right talent to strengthen the team.

  • Support the personal development of team members through coaching and tailored growth plans.

  • Conduct regular one-on-ones and performance reviews, offering constructive feedback and celebrating achievements.

Ideal Candidate Profile:
  • Background in service desk support, preferably within an MSP.

  • Experience working in a fast-paced technical support environment.

  • Proven leadership skills, with the ability to inspire and manage a team effectively.

  • Strong interpersonal skills, capable of building relationships, resolving conflicts, and fostering team collaboration.

  • Confident in providing feedback and conducting performance reviews.

  • Skilled at managing workloads, delegating tasks, and optimizing team resources.

  • Basic understanding of switching infrastructure, LAN & WAN technologies.

  • Knowledge of operating systems including Windows, Mac, and Linux.

  • A logical approach to problem-solving.

  • Additional language skills are a bonus!

This is an exciting opportunity for a proactive and driven professional to lead a dynamic team and contribute to a growing organisation. If you have the experience and leadership qualities required, we would love to hear from you.

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.