1st Line Team Leader in Cheltenham

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 dedicated, delivering high‑quality service to both internal and external customers, with a strong technical background and previous Team Leader or management experience to build respect within a talented team of IT engineers.

Responsibilities

• Lead the 1st Line team, performing line management responsibilities such as KPI and objective setting, holiday approvals, and training plan creation.
• Oversee SLA attainment and ensure adherence to 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 the necessary skillsets for 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 and off‑site support staff, providing assistance with helpdesk tickets where possible and escalating further as required.
• Properly and timely escalates incidents, 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.
• Maintain accurate service metrics and data quality to enable accurate reporting.
• Handle difficult calls and resolve challenging customer situations through excellent communication and direct stakeholder engagement.
• Monitor team performance, conduct performance reviews, and provide feedback on areas of improvement.
• Support the Apprentice Team Leader to develop apprentices and serve as a sounding board for specific problem‑solving challenges.

About you

• Previous Team Leader and/or management experience.
• High level of accuracy and attention to detail.
• Excellent written and verbal communication skills.
• Exceptional customer service skills, delivering first‑class service to create confident, satisfied customers.
• A passion and enthusiasm for technology, service delivery, continual service improvement and customer satisfaction.

Experience with the following technologies, ideally with a Microsoft MCP (Windows Server 2016 and above) and either ILM level 3 or ITIL L4 Practitioner Certification, is preferred:

• Windows Server (2016 & 2019)
• Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
• VMware ESX/ESXi and vCenter
• Exchange and Office 365 (SharePoint, OneDrive 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, InTune and AutoPilot
• Citrix XenDesktop including NetScaler
• Two‑factor authentication including Silverfort, 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 flexibility to work from home part of the week
• A generous holiday allowance of 25 days plus bank holidays, increasing with length of service
• An enhanced family leave package to support you and your growing family
• Life Assurance, offering cover equivalent to four times your salary
• Access to health and 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 offices, free refreshments, an employee community platform, weekly company‑wide Learning Days, 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.