Job Description
Salary: DOE
Location: Nelson (5 days office based)
Working Hours: Monday to Friday – hours between 08:00/18:00 – 37.5 hours
We are seeking an experienced and motivated First Line Incident Team Manager to join our dynamic operations team. In this critical role, you will lead a team of skilled technicians and engineers responsible for resolving technical faults efficiently and effectively. You will oversee day-to-day fault management activities, ensure adherence to SLAs and KPIs, and act as a key escalation point for complex issues. The ideal candidate will have a strong technical background, excellent leadership skills, and a proactive approach to continuous improvement. If you're passionate about team development, operational excellence, and delivering exceptional service, we’d love to hear from you.
Key Responsibilities:
* Lead, manage, and mentor a team of fault resolution technicians/engineers.
* Monitor fault tickets and ensure SLAs (Service Level Agreements) and KPIs are consistently met or exceeded.
* Act as the escalation point for complex or unresolved faults, providing hands-on support where needed.
* Coordinate with other departments (e.g., Customer Support, Provisioning, Sales) for effective resolution of cross-functional issues.
* Analyse fault trends and provide reports with actionable insights to minimize future issues.
* Conduct regular team meetings, briefings, and training sessions to maintain team performance and knowledge.
* Ensure proper documentation of all fault-handling procedures, resolutions, and changes.
* Participate in the development and improvement of operational processes and tools.
* Support in workforce planning, shift rotations, and resource allocation to meet operational demands.
* Maintain high team morale and foster a culture of accountability and continuous improvement.
Qualifications
* Experience in coaching and managing a team
* Experience in telecoms or IT
* Demonstrate the ability to set and achieve KPI's
* Strong person management skills
* Efficient and clear communication skills via face to face and all media types (phone/email)
* Good knowledge of Microsoft office packages
Additional Information
What are the benefits of working at Daisy?
Our ethos is simple: the more you put in the more you get out.
We have been awarded a 2 Star accreditation by the Sunday Times Best Companies and voted as the UK's no.1 Telecoms company in 2023.
Here are some of the benefits that we offer…
* 25 days holidays, plus bank holidays, and an additional day for each year of service up to 30 days!
* Holiday purchase scheme
* £500 referral scheme bonus
* Professional development to help you achieve your personal goals
* Eye care vouchers available and discounted Medicash membership
* Sim deals for you and your family/friends
* Access to discounts and savings at more than 1,200 retailers
* An additional day off on your birthday or if you're getting married