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.