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Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.
Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and add to our skills and experience as we see Littlefish grow.
So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.
The Role and What You'll Be Getting Up to on a Day-to-Day Basis:
We are seeking an experienced Onsite Support Team Leader to join our dynamic team based in Stevenage. This role involves providing effective onsite technical support and managing a team of Onsite Support Engineers.
Key Responsibilities
* Lead, coach, and mentor a team of on-site engineers, ensuring performance standards are met and exceeded.
* Set and manage SMART objectives, conduct regular 1:1s, and support career development.
* Foster a culture of accountability, urgency, and continuous improvement.
Operational Excellence
* Oversee daily support operations including incident resolution, service requests, and hardware/software troubleshooting.
* Ensure adherence to ITSM processes and SLAs, using tools such as ServiceNow.
* Identify and implement process improvements to enhance service delivery and efficiency.
Stakeholder Engagement
* Build and maintain strong relationships with client stakeholders, acting as the primary point of contact for escalations and service reviews.
* Collaborate with internal teams including Infrastructure, Internal IT, Sysadmin, and Service Integration to ensure seamless service delivery and issue resolution.
Customer Experience
* Champion a customer-first approach, ensuring all interactions are handled with empathy and professionalism.
* Monitor and improve CSAT scores, proactively addressing feedback and service gaps.
Resource & Asset Management
* Forecast and manage resource requirements, including cover for planned/unplanned absences.
* Maintain accurate asset tracking and stock levels, leveraging tools such as build trackers.
The Ideal Candidate Will Have:
* Proven experience leading a team of IT support engineers in an on-site environment.
* Strong understanding of ITSM tooling and processes (e.g., ServiceNow).
* Solid technical background in hardware/software support, networking, and remote troubleshooting.
* Demonstrated ability to drive process improvements and document operational workflows.
* Excellent interpersonal and communication skills, with a focus on stakeholder and customer engagement.
* Ability to manage conflicting priorities and maintain service quality under pressure.
* Experience working in a managed service provider (MSP) environment.
* Familiarity with regulated industries or high-availability environments.
* ITIL Foundation certification or equivalent.
* Apple experience would be advantageous.
What can we offer you?
* Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500
* Referral bonus scheme of £1000 when you successfully refer a friend.
* Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
* Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare
* Casual dress policy
* Company Pension Scheme
* Company social events
* 25 days annual leave plus public / bank holidays
* Purchase and sale of annual leave scheme
Life at Littlefish:
Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.
I am High Performing- I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
I am Passionate- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
I Have a Can-Do Attitude- I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!
So, if you feel like you can make a tangible difference, apply today, and join us on this journey.
Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.
We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.
Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a ‘prefer not to say’) option.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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