Ready to make a real impact at the heart of a growing IT solutions team? Are you a natural leader with a passion for delivering exceptional IT support? Do you thrive in fast-paced environments where coaching and collaboration drive success? Were looking for a First Line Team Leader to join our IT Solutions Team at our Sheffield Head Office. In this permanent role, youll lead and support our First Line Engineers, ensuring they deliver exceptional IT service to our clients across the UK and Europe. As a Team Leader, you'll foster a collaborative and empowering work culture, coaching your team to succeed and driving continuous improvement. Hours of work: Monday to Friday 08:30-17:30 What youll be doing: ?? Ticket Management & Escalation Oversee the main ticket queue, distributing tickets to the team and ensuring timely escalation to the Second Line or Account Managers when necessary. Actively manage urgent tickets to ensure they meet service level agreements (SLAs). ?? Team Leadership & Accountability Promote a customer first approach, ensuring accountability within the team. Provide day to day line management, including logging absences, handling holiday requests, and organising shifts. Identify and implement training and development plans for First Line Engineers, ensuring continuous learning and improvement. Complete 1-1s and yearly reviews with the team. Support with recruitment and onboarding of new members. ?? Service Improvement & Reporting Monitor and report on failovers, identifying root causes and driving continuous improvement. Track and analyse key performance metrics, ensuring adherence to SLAs, first response times, stagnant ticket management, and customer satisfaction goals. Our ideal candidatewill: Service Desk Experience: A solid background in IT support is essential. Leadership Skills: Previous experience as a Line Manager or Team Leader, with experience completing 1-1s, managing sickness/absence and managing probations. Technical Expertise: Strong working knowledge of Microsoft Windows Server, Active Directory, and IT software, including Office 365. Communication Skills: Excellent verbal and written communication to engage with both team members and clients effectively. Analytical Mindset: Ability to input, manage, and analyse data efficiently. Hybrid Working: Youll need to be based at our Sheffield office 3 days a week. ADZN1_UKTJ