First Line Support Team LeaderHours: 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:
1. Oversee the daily operations of the Customer Care First Line team, ensuring SLAs are met and tickets are handled efficiently.
2. Inspire, mentor, and manage first-line support engineers, fostering a positive and productive team environment.
3. Deliver training sessions on new products, tools, and processes to enhance team performance.
4. Participate in a management on-call rota for first-line HR matters outside of office hours.
5. Manage team schedules, including sickness and holiday planning.
6. Collaborate with the Support Management team to achieve department and company strategic objectives.
7. Identify opportunities for workflow and process improvements, implementing changes to enhance efficiency and service quality.
8. En...