1st Line Team Leader
Sheffield City Centre + Hybrid working
£30,000 - £32,500
Your new role
As a first-line team leader, you will manage a technical support team that provides industry-leading support to both existing and new customers. will work as part of the Support Management team to ensure the successful delivery of department strategic objectives.
Hours: 13:00 - 21:00 Monday to Friday
Responsibilities
Oversee the day-to-day operations of the support desk, making sure SLAs are met, and tickets are handled with care.
Inspire, mentor, and manage our first-line support technicians, creating a positive and productive environment.
Deliver training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best.
Take part in a management on-call rota for first line related HR matters outside of office hours.
Manage the team rota. This includes the management of sickness and holidays within your team.
Work with the Support Management team to support and deliver department and company strategic objectives.
Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality.
Ensure our clients get the best experience by resolving their IT issues quickly and efficiently and stepping in when issues need extra attention....