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.
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Inspire, mentor, and manage first-line support engineers, fostering a positive and productive team environment.
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Deliver training sessions on new products, tools, and processes to enhance team performance.
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Participate in a management on-call rota for first-line HR matters outside of office hours.
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Manage team schedules, including sickness and holiday planning.
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Collaborate with the Support Management team to achieve department and company strategic objectives.
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Identify opportunities for workflow and process improvements, implementing changes to enhance efficiency and service quality.
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Ensure an exceptional client experience by resolving IT issues swiftly and stepping in when necessary.
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Play a key role in recruitment, hiring the right talent to strengthen the team.
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Support the personal development of team members through coaching and tailored growth plans.
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Conduct regular one-on-ones and performance reviews, offering constructive feedback and celebrating achievements.
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Background in service desk support, preferably within an MSP.
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Experience working in a fast-paced technical support environment.
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Proven leadership skills, with the ability to inspire and manage a team effectively.
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Strong interpersonal skills, capable of building relationships, resolving conflicts, and fostering team collaboration.
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Confident in providing feedback and conducting performance reviews.
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Skilled at managing workloads, delegating tasks, and optimizing team resources.
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Basic understanding of switching infrastructure, LAN & WAN technologies.
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Knowledge of operating systems including Windows, Mac, and Linux.
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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.