At a Glance
- Tasks: Lead a dynamic team delivering top-notch IT support and drive performance excellence.
- Company: Join ARO, a leading IT and communication expert with a vibrant culture.
- Benefits: Enjoy competitive salary, private medical insurance, and 25 days holiday plus your birthday off!
- Other info: Hybrid role with opportunities for career growth and a fun, collaborative environment.
- Why this job: Make a real impact in a growing organisation while developing your leadership skills.
- Qualifications: Experience in IT service management and strong people leadership skills required.
The predicted salary is between 40000 - 40000 £ per year.
Location: Cardiff (Hybrid) with UK travel to other ARO offices and Client Locations as required
Salary: up to £40,000 + car allowance
Contract type: Permanent
About The Role
Are you an experienced Service Desk professional ready to take the next step in your leadership career? We're looking for a passionate and customer-focused 1st Line Team Lead to join our growing Service Desk team in Cardiff. As part of the ARO Services function within the Cloud, Cyber, and IT (CCIT) Business Unit, you'll play a key role in leading a team of Service Desk Analysts who deliver first class IT support to our customers. You'll be responsible for driving team performance, ensuring service excellence and helping to create an outstanding customer experience. In this hands-on leadership role, you'll support the day-to-day operation of the Service Desk, monitor performance against SLAs and KPIs, and work closely with stakeholders to identify and implement service improvements. You'll also coach, mentor, and develop team members, fostering a positive and high-performing team culture. This is an exciting opportunity to join a growing organisation where you can make a real impact, develop your leadership skills, and help shape the future of our support services. Please note that this is a Hybrid role with onsite requirement 3 days a week. A full UK driving licence and access to a vehicle is required due to the nature of the role.
What You'll Do
- Lead and support the front-line team to consistently deliver excellent customer service.
- Drive performance against agreed KPIs and SLAs, ensuring service targets are achieved and exceeded where possible.
- Regularly review processes and procedures, maintaining an active Service Improvement Plan (SIP) to enhance service quality and efficiency.
- Foster a culture of continuous improvement, accountability, and customer focus across the team.
- Manage team rotas and resource availability to ensure effective service coverage.
- Recruit, develop, coach, and retain high-performing team members through effective people management and leadership.
- Champion knowledge management and the effective use of support tools to increase first-time fix rates and drive 'shift-left' resolution.
- Manage escalated customer complaints and feedback, identifying opportunities for training, service improvements, and enhanced customer outcomes.
Collaboration & Leadership
- Work closely with Operational Managers and wider support teams to deliver a consistent and high-quality first-line support experience.
- Contribute as a member of the Operational Management Team, supporting wider service delivery and continuous improvement initiatives.
- Keep the team informed and engaged through regular communication, team meetings, and updates.
- Produce monthly and ad hoc reports, providing insights and analysis to support operational and contractual requirements.
- Proactively review service trends and collaborate with Operational Governance teams to reduce recurring incidents and improve service performance.
Governance, Risk & Compliance
- Ensure operational processes and procedures align with relevant frameworks and standards, including ITIL, ISO, and GDPR.
- Maintain accurate records, audit trails, and reporting to support compliance and contractual obligations.
- Work in partnership with HR to apply company policies consistently and support effective people management practices.
Requirements
What we are looking for?
Essential- Strong operational knowledge of ITIL practices, including Incident, Problem, Change, and Major Incident Management.
- A proven track record of driving team performance through KPI management, coaching, mentoring, and career development.
- Excellent customer-facing communication skills, with the ability to communicate effectively in written, verbal, and presentation formats, including during high-priority incidents and escalations.
- Experience using ITSM and PSA platforms (such as Autotask or ServiceNow) and the ability to analyse and interpret service desk data and reporting.
- Strong technical understanding of common service desk technologies, including Microsoft 365, remote support tools, endpoint management, and networking fundamentals.
- Experience leading process improvement initiatives and driving continuous service optimisation.
- Knowledge of compliance and security frameworks, including ISO 27001, Cyber Essentials Plus, and GDPR.
- Previous experience leading a Managed Services, Service Desk, or IT Support team within an MSP or similar environment.
- A strong customer service background with the ability to translate technical concepts into clear, customer-friendly language.
- Excellent stakeholder management and customer engagement skills.
- Demonstrable people management experience, including performance management, development planning, and reporting to senior stakeholders.
- A full UK driving licence and willingness to travel when required.
- ITIL v4 certification, ideally at Managing Professional or Strategic Leader level.
- Experience with Remote Monitoring and Management (RMM) platforms and their integration with PSA/ITSM tools.
- Experience leading customer-facing service reviews, including Quarterly Business Reviews (QBRs) and service health checks.
- An understanding of cybersecurity best practices and governance frameworks such as NIST and CIS.
- An IT-related degree or equivalent industry experience.
- Experience working within SLA- and OLA-driven service desk environments.
- Broader knowledge of IT service management principles and best practices.
Benefits
We offer a wide range of benefits and incentives to our employees including:
- Company Pension Scheme and matching contributions.
- Company Perks portal.
- Private Medical insurance.
- Life assurance.
- 25 days holiday plus bank holidays plus holiday trading.
- Your Birthday off, on us.
- Health Club and Wellbeing Scheme.
- ARO Shares after 12 months employment.
- Employee Assistance Programme.
- Technical Training Academy and E-learning.
- Hybrid working.
Who are we?
ARO has 25 years' experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK. As one of the UK's leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission. To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive. In 2021 we were awarded the People Insight's Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.
Why Work for ARO?
At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!
1st Line Service Desk Team Lead in Cardiff employer: ARO Technology
ARO Technology is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Cardiff. With a strong focus on employee growth, we provide ample opportunities for professional development and continuous improvement, ensuring that our team members thrive in their roles while enjoying the flexibility of hybrid working arrangements. Join us to be part of a supportive environment where your contributions directly impact our diverse portfolio of clients.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Team Lead in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ARO Technology. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ARO Technology before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line Service Desk Team Lead in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ARO Technology:Your cover letter is your chance to shine! Tell us why you want to work at ARO Technology specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ARO Technology!
How to prepare for a job interview at ARO Technology
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
