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