1st Line Team Leader

Key Responsibilities:

• Oversee daily operations, ensuring SLAs are met and tickets are managed effectively.
• Lead, mentor, and motivate the first-line support engineers to maintain a positive and productive environment.
• Deliver training on new products, tools, and processes.
• Participate in the management on-call rota for first-line HR matters outside office hours.
• Manage team rotas, including sickness and holiday management.
• Identify process improvements to enhance efficiency and quality.
• Provide hands-on support for customer IT issues when needed.
• Support team members professional development through coaching and regular performance reviews.

Ideal Candidate:

• Previous MSP experience
• Experience in a busy technical support environment.
• Strong leadership skills with experience managing a team.
• Great interpersonal skills and the ability to build positive team relationships.
• Skilled in providing feedback and conducting performance reviews.
• Basic knowledge of switching infrastructure, LAN/WAN technologies, and operating systems (Windows, Mac, Linux).

At Adept Resourcing - Commercial & Engineering, we specialise in connecting companies with top talent that drives innovation, growth and success. With our industry expertise, extensive network and personalised approach, we're here to help you.