At a Glance
- Tasks: Lead a dynamic 1st Line Helpdesk team and ensure top-notch customer service.
- Company: Join a forward-thinking tech company that values collaboration and innovation.
- Benefits: Enjoy a competitive salary, hybrid working, generous holidays, and wellness support.
- Other info: Be part of an inclusive culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by leading a talented team and enhancing customer satisfaction.
- Qualifications: Previous management experience and a passion for technology are essential.
The predicted salary is between 35000 - 35000 £ per year.
As the 1st Line Team Leader, you will manage our 1st Line Helpdesk and report directly to the Network Operations Centre Manager.
The ideal candidate will be a dedicated individual with a desire to deliver high‑quality service to both internal and external customers alike.
The candidate must have a strong technical background, and ideally previous Team Leader / Management experience, so that they can build the respect of a talented team of IT engineers.
Responsibilities
- Lead the 1st Line team, performing line management responsibilities such as KPI and objective setting, holiday approvals, training plan creation etc
- Oversee SLA attainment and ensure adherence to our customers contractual obligations
- Track update and resolve all assigned incidents through our IT Service Management Platform, ensuring that documentation is thorough, correct and meets our high standards of quality.
- Modify and create knowledge base articles or ‘Quick Reference Guides’ to assist colleagues with investigating similar issues.
- Train and develop your team to ensure that you have the necessary skillsets within your team to provide the highest standards of technical support and customer service.
- Work within the 1st Line Team to resolve customer issues remotely via telephone, email, and remote support sessions.
- Function as a point of escalation for the 1st Line Team as well as off‑site support staff, and provide assistance with helpdesk tickets where possible, escalating further as required.
- Properly escalate incidents in a timely manner adhering to support guidelines and procedures.
- Work with off‑site support staff to promote a seamless and collaborative support service.
- Develop and promote a proactive ‘can do’ culture within the department.
- Ensure support services are delivered within an ITIL framework and aligned to industry best practice.
- Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services.
- Ensure that service metrics and good data quality is maintained to enable accurate reporting.
- Handle difficult calls and resolve difficult customer situations through excellent communication and direct stakeholder engagement.
- Monitor performance of the team and staff, conducting performance reviews and providing feedback on areas of improvement.
- Support Apprentice Team Leader to develop our apprentices and serve as a sounding board for specific problem‑solving challenges, offering encouragement and support.
Qualifications
- You will have previous Team Leader and/or management experience.
- Ability to demonstrate a high level of accuracy and attention to detail.
- Excellent communication skills: both written and verbal.
- Exceptional customer service skills, delivering first‑class service to create ‘raving fans’.
- A passion and enthusiasm for technology, service delivery, continual service improvement and customer satisfaction.
- Technical Skills
- Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
- VMware ESX/ESXi and v Center
- Exchange and Office 365 (Share Point, One Drive etc)
- Veeam Backup & Replication
- Sophos Central Anti‑Virus (On‑Premises and Central)
- Basic TCP/IP, switching and routing.
- Firewall and VPN configuration
- Corporate wireless systems including Meru and Meraki
- Microsoft SCCM, In Tune and Auto Pilot
- Citrix Xen Desktop including Net Scaler.
- Two‑factor authentication including Sliverfort, and Azure
- SAN Technologies
Benefits
- A base salary of up to £35,000 per annum
- An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
- Hybrid working structure with the flexibility to work from home for part of the week
- A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
- An enhanced family leave package to support you and your growing family
- Life Assurance, offering peace of mind with cover equivalent to four times your salary
- Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
- Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
- Inclusive employee networking groups, with dedicated menopause and neurodiversity champions
- The Comm‑Unity – employee representatives from across the business who give team members a voice and share ideas and feedback with the board each quarter
- Feel‑good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like‑minded colleagues, weekly company‑wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle‑to‑work and EV schemes, flexible working options, and much more!
We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio‑economic background.
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1st Line Team Leader employer: Commercial
Join a well-established global manufacturer in Northamptonshire, where you will not only take charge of purchasing but also lead sustainability initiatives. With a strong focus on employee growth and a collaborative work culture, this company offers competitive salaries and the opportunity to make a meaningful impact in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Commercial. 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 Commercial 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 Team Leader
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 Commercial:Your cover letter is your chance to shine! Tell us why you want to work at Commercial 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 Commercial!
How to prepare for a job interview at Commercial
✨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.
