At a Glance
- Tasks: Lead a team of internet support technicians and manage daily operations.
- Company: Dynamic tech company based in Sheffield with a focus on service quality.
- Benefits: Hybrid working, 25 days holiday, health care plan, and personal development opportunities.
- Other info: Inclusive workplace that values diversity and offers excellent career growth.
- Why this job: Make a real impact by mentoring a team and improving customer support processes.
- Qualifications: Experience in technical support and team leadership in a fast-paced environment.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
Based at our Sheffield HQ, you'll lead a team of first-line internet support technicians who provide day-to-day support to our student and residential client base. You'll be the person who keeps things moving: managing the ticket queue, mentoring your team, owning the shift handover process, and stepping in when issues need extra attention. This is a role for someone who takes pride in service quality and knows that the best teams are built on clear expectations, regular feedback, and genuine investment in people's development. You'll also work closely with the wider Customer Care management team to contribute to departmental strategy and continuous improvement — so there's scope to influence how things are done, not just execute on them.
Key Responsibilities
- Oversee day-to-day support desk operations, monitoring the ticket queue and ensuring SLAs are met
- Lead, mentor, and develop a team of first-line technicians through regular one-to-ones, coaching, and performance reviews
- Act as an escalation point for complex or high-priority tickets, coordinating with second-line teams where needed
- Deliver training on new products, tools, and processes to keep the team's skills current
- Manage rotas, sickness, and holiday within your team
- Participate in shift handover calls to ensure seamless continuity of service
- Identify and support improvements to workflows and processes
- Play a part in recruitment, helping to bring the right people into the team
About You
- Solid background in service desk or technical support, ideally within an ISP environment
- Demonstrated experience leading or supervising a team in a fast-paced setting
- Confident giving feedback, having difficult conversations, and helping colleagues grow professionally
- Strong interpersonal skills — you build trust quickly and handle conflict constructively
- Good working knowledge of LAN/WAN technologies and switching infrastructure
- A logical approach to problem-solving and a calm head under pressure
- Additional languages are a bonus, as is experience in an MSP environment
What We Offer
- Hybrid working (where the role allows)
- 25 days' holiday plus bank holidays, with additional days for long service
- Westfield Health Care Plan (after 6 months)
- Cycle to Work and EV salary sacrifice schemes
- Enhanced maternity, adoption, and paternity pay
- Personal development time and educational assistance
- 24/7 GP access and Employee Assistance Programme
- Birthday day off, recognition scheme, and social events
We are committed to fostering an inclusive workplace where diversity is valued. We welcome applications from people of all backgrounds and identities and ensure fair treatment for all, regardless of protected characteristics under the Equality Act 2010. We are happy to make reasonable adjustments throughout the recruitment process and beyond, to ensure it is accessible and fair for everyone. If you require any adjustments or would like to discuss your needs, please contact us at.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Team Leader in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ASK4. 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 ASK4 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 First Line Team Leader in Sheffield
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 ASK4:Your cover letter is your chance to shine! Tell us why you want to work at ASK4 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 ASK4!
How to prepare for a job interview at ASK4
✨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.
