At a Glance
- Tasks: Lead a dynamic Tier 1 IT service desk, coaching engineers and managing ticket quality.
- Company: Specialist managed IT services provider focused on Microsoft technologies.
- Benefits: Leadership opportunity, training support, and influence over team processes.
- Other info: Opportunity for career growth in a supportive and innovative environment.
- Why this job: Shape a growing team and make a real impact in the care sector.
- Qualifications: Experience in 1st line support, strong Microsoft 365 knowledge, and coaching skills.
The predicted salary is between 29700 - 36300 £ per year.
We are looking for a 1st Line Team Lead to run the Tier 1 function of our service desk, supporting a major care sector group with a large multi-site estate across England and Scotland alongside our wider client base.
This is a working lead role: you will spend part of your time on the tools alongside the team and part running the desk - managing the queue, coaching the engineers, owning ticket quality and making sure nothing slips. The service desk sits at the heart of a newly signed managed service contract that is growing quickly, with a substantial site onboarding programme underway, and the Tier 1 team will grow with it. You will shape how that team works.
You will report to the Service Delivery function and work closely with 2nd/3rd line and the dedicated account engineers.
What you will be doing:
- Leading the day-to-day running of the Tier 1 desk: queue management, workload allocation, prioritisation and cover planning
- Working tickets alongside the team, leading from the front on quality and pace
- Coaching and developing 1st line engineers: regular 1:1s, ticket quality reviews, training plans and onboarding of new starters
- Owning ticket quality standards: notes, categorisation, time recording and adherence to the QA framework, including additional review of elevated-risk tickets
- Monitoring queue health and first-time resolution rates, and acting on the trends
- Acting as the first escalation point for difficult tickets and unhappy users before issues reach management
- Maintaining and improving runbooks and knowledge base articles so the team can self-serve
- Feeding recurring issues and improvement ideas into the wider service improvement process
What we are looking for:
- Solid 1st line experience with at least some time spent as a senior, mentor or lead - you know what a well-run queue looks like because you have run one
- Strong Microsoft 365 administration knowledge and good Windows troubleshooting depth
- Experience with PSA/ticketing systems and RMM tooling, and opinions on how they should be used properly
- A coaching instinct: you get satisfaction from making other engineers better, not just from closing tickets yourself
- Calm under pressure, organised, and comfortable holding a standard even when the queue is deep
- Clear communication with technical and non-technical audiences alike
Advantageous:
- MSP or multi-client environment experience
- Experience supporting the care or health sector
- Exposure to Intune, Entra ID or basic networking
- Willingness to obtain DBS clearance (required for this client)
What is in it for you:
- A genuine leadership opportunity in a growing business: this team will expand and you will build it
- Influence over how the desk runs rather than inheriting someone else's process
- Training and certification support, and a clear route into service management
We are a specialist managed IT services provider focused on Microsoft 365, Azure, endpoint management and cybersecurity, working with clients in the care, healthcare and professional services sectors. Our approach is direct, technically rigorous and built around long-term client relationships rather than volume.
1st Line Team Lead - IT Service Desk (Care Sector MSP) employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Team Lead - IT Service Desk (Care Sector MSP)
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges All The Top Bananas might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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✨Direct Apply to All The Top Bananas
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We think you need these skills to ace 1st Line Team Lead - IT Service Desk (Care Sector MSP)
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at All The Top Bananas.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at All The Top Bananas. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at All The Top Bananas
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
