Job Title: 1st Line Support Team Leader
Location: Sheffield (Hybrid - 3 days office / 2 days remote)
Salary: Up to £35,000
Employment Type: Full Time, Permanent
About the Role:
We are seeking a motivated and experienced 1st Line Support Team Leader to join a growing Managed Service Provider (MSP) based in Sheffield. This is a hybrid role offering the opportunity to combine hands-on technical support with team leadership and operational responsibilities.
You'll lead a small, dynamic team providing exceptional 1st line IT support to a diverse customer base, ensuring high standards of service delivery while supporting internal process improvements. The role includes overseeing ticket progression, managing performance, and handling technical escalations to 2nd/3rd line teams.
Key Responsibilities:
Team Leadership & Management
1. Lead and mentor a team of 1st Line Support Technicians, ensuring effective daily operations and positive team morale.
2. Conduct regular 1-to-1s, probation reviews, and performance appraisals.
3. Manage team rotas, absence/holiday tracking, and provide return-to-work support.
4. Monitor KPIs and SLAs, ensuring team targets are met and service quality remains high.
5. Identify and implement team training needs to ...