1st & 2nd Line Support Team Leader Location: Customer Site – Hemel Hempstead Department: Technology & ServicesHours: Full time, 37 hours 8:30-17:00 M-Th 8:30-16:30 F (1 hr break) Join Our Technology & Services Team We are seeking an experienced and customer-focused 1st & 2nd Line Support Team Leader to lead the delivery of IT support services at a customer site. This is an excellent opportunity for a technical support professional with leadership experience to take ownership of service delivery, team performance, and customer satisfaction within a fast-paced IT environment. As the Team Leader, you will manage the day-to-day activities of the Service Desk team, act as the primary escalation point for technical issues, and build strong relationships with customer stakeholders to ensure an exceptional support experience. Key Responsibilities Lead, motivate and develop a team of 1st and 2nd Line Support Engineers. Manage daily service desk operations and ensure support requests are handled effectively. Monitor team performance against SLAs, KPIs and customer expectations. Act as the escalation point for complex incidents and service issues. Conduct regular one-to-one meetings, performance reviews and coaching sessions. Ensure team training, development plans and skills matrices remain current. Produce service performance reports and identify opportunities for improvement. Build strong working relationships with customer stakeholders. Ensure all incidents, requests and escalations are managed professionally and within agreed service levels. Support continuous improvement initiatives to enhance service delivery and customer satisfaction. About You You will be a confident and approachable leader with a strong technical support background and a passion for delivering excellent customer service. Essential Skills & Experience Previous experience leading or supervising an IT support team. Experience providing 1st and 2nd Line technical support. Strong knowledge of Microsoft Windows desktop operating systems. Excellent knowledge of Microsoft Office applications. Experience working within SLA-driven support environments. Strong troubleshooting, fault diagnosis and problem-solving skills. Excellent communication and stakeholder management skills. Ability to prioritise workloads and perform effectively under pressure. Desirable Experience within a Managed Services environment. Knowledge of Microsoft Server environments. Relevant Microsoft or industry certifications. IT-related degree or equivalent qualification. What You'll Bring Strong leadership and people management skills. A customer-first mindset. The ability to build trust and credibility with both customers and colleagues. A proactive approach to service improvement. A passion for developing and supporting team members. What Success Looks Like High levels of customer satisfaction. Achievement of SLA and KPI targets. Effective incident resolution and escalation management. Strong team engagement and development. Continuous improvement of service quality and operational performance. Why Join Us? Opportunity to lead a dedicated onsite support team. Work closely with a key customer in a business-critical environment. Ongoing training and professional development. Career progression opportunities within a growing technology organisation. Supportive and collaborative culture. If you're an experienced IT Support Team Leader looking for your next challenge and enjoy working directly with customers to deliver exceptional service, we'd love to hear from you.