Team Leader – First Line Support

IT Support Team Leader

Are you looking to take the next step in your IT career with a fast-growing MSP? Do you thrive in a dynamic environment with cutting-edge technology and a people-first culture? Are you passionate about solving IT challenges and delivering top-tier support?

If so, we want to hear from you!

• Hours: 13:00 – 21:00, Monday to Friday
• Hybrid position – 3 days per week in the office in Sheffield City Centre
• Salary up to £35,000
• Looking to get someone started ASAP so this will move quickly

As a First-Line Team Leader, you will oversee and support a team of First-Line IT Engineers, ensuring exceptional service delivery to clients. Your role will include mentoring team members, handling escalations and contributing to strategic objectives within the support department.

Key Responsibilities:

1. Manage the daily operations of the support desk, monitoring ticket queues, escalating issues as needed, and ensuring SLAs are met.
2. Provide mentorship and leadership to first-line support technicians, fostering a positive and high-performing team environment.
3. Monitor and analyse system failovers, identifying root causes and implementing fixes.
4. Conduct training sessions on new products, tools, and processes to keep the team updated and performing at their best.
5. Participate in an on-call management rota for first-line HR-related matters outside of office hours.
6. Oversee team scheduling, including managing sickness and holiday requests.
7. Collaborate with the Support Management team to achieve department and company strategic objectives.
8. Identify areas for workflow and process improvements, designing and implementing changes to enhance efficiency and service quality.
9. Ensure client satisfaction by resolving IT issues promptly and stepping in when complex issues require additional attention.
10. Assist in hiring new team members, ensuring the team is well-equipped with skilled professionals.
11. Support team members’ professional growth through coaching, career development plans, and regular performance feedback.
12. Conduct one-on-one meetings and formal performance reviews, offering constructive feedback and celebrating achievements.

Our ideal candidate:

• Experience in service desk support, ideally within an MSP environment.
• Proven ability to lead in a fast-paced technical support setting.
• Strong leadership skills with the ability to inspire, mentor, and manage a team.
• Excellent interpersonal skills, capable of fostering a collaborative team culture and resolving conflicts effectively.
• Confident in providing regular feedback and conducting performance reviews to drive team development.
• Ability to manage workloads efficiently, delegate tasks appropriately, and optimize team resources.
• Hands-on experience with software installations and updates, password resets, Office 365 maintenance and administration, file management and security, basic network and broadband diagnostics.

Non-negotiables:

• Must currently live within a commutable distance of Sheffield City Centre.
• Be a UK Citizen, not currently sponsored by an external organisation.
• Available to start ASAP.

To be considered:

Please either apply by clicking online or emailing me directly to andy.spencer@searchability.com. For further information please call me on 07719 026 495. I can make myself available outside of normal working hours to suit from 7am until 10pm. If unavailable, please leave a voice or text message and I will respond as soon as possible. By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.