First Line Incident Management Team Leader
* Full-time
* Department: Operations
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services to keep Britain working.
We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition – so there’s always an exciting new opportunity to support UK businesses on the horizon.
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.
Minimum Requirements:
* Experience in coaching and managing a team.
* Experience in telecoms or IT.
* Demonstrate the ability to set and achieve KPI's.
* Efficient and clear communication skills via face to face and all media types (phone/email).
* Good knowledge of Microsoft office packages.
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!
* 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.
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