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- Tasks: Lead and mentor a team of 1st Line Engineers while providing hands-on technical support.
- Company: Join a people-first MSP that values collaboration and growth.
- Benefits: Competitive salary, training opportunities, and a supportive work environment.
- Why this job: Make a real impact by empowering your team and driving service excellence.
- Qualifications: Experience in leading 1st Line teams and strong technical knowledge of Microsoft infrastructure.
- Other info: Dynamic role with opportunities for personal and professional development.
The predicted salary is between 28000 - 35000 £ per year.
Location: Paddock Wood (office-based)
Reporting to: Service Delivery Manager
Are you already leading a 1st Line team and looking for a new challenge? Do you enjoy coaching engineers, improving service delivery, and leading by example? Would you like to join a company that values collaboration, growth, and technical excellence? If so, this could be your next move.
The Role
As 1st Line Team Leader, you will take ownership of a team of skilled engineers, guiding their performance, development, and day-to-day activities. You will balance hands-on technical support with leadership responsibilities; around two-thirds of your time will be spent resolving issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality. You will act as the go-to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge and leadership skills will make a real impact both on the team and on the wider business.
What You Will Be Doing
- Lead and Support the Team
- Manage, motivate, and mentor your 1st Line Engineers through regular 1-2-1s and coaching.
- Create a positive, collaborative environment where people can do their best work.
- Set clear goals and drive accountability across the team.
- Provide expert guidance and hands-on assistance for complex 1st Line issues.
- Lead root cause analysis and ensure knowledge is documented and shared.
- Maintain a strong working knowledge of Microsoft technologies and infrastructure.
- Identify and implement process improvements across the service desk.
- Contribute to documentation and promote best practice across the team.
- Keep SLAs and KPIs on track, with a focus on customer satisfaction and efficiency.
What We Are Looking For
- Proven experience as a 1st Line or Service Desk Team Leader, ideally within an MSP or similar environment.
- Strong technical background across Microsoft infrastructure (Windows OS, Office 365, Active Directory, Server OS).
- A calm, methodical approach to problem-solving and escalation management.
- Excellent communication skills and the confidence to engage with clients and colleagues at all levels.
- Experience working to SLAs and KPIs, with a focus on continuous improvement.
- Certifications such as Microsoft, ITIL or CompTIA would be beneficial, but not essential.
Why Join?
You will be part of a collaborative, people-first MSP where leadership is about empowering others, not managing from a distance. The company invests in training, development, and technology, giving you the tools and autonomy to lead your team effectively and keep growing yourself.
Interested? Apply today or get in touch for a confidential chat; we would love to tell you more about the team and what makes this opportunity stand out.
1st Line Team Leader in London employer: Constant Recruitment Ltd
Contact Detail:
Constant Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Team Leader in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team leadership and technical support. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've led teams and resolved complex issues. This is your chance to shine, so make sure to highlight your achievements!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace 1st Line Team Leader in London
Some tips for your application 🫡
Show Your Leadership Style: When writing your application, let us see your unique approach to leadership. Share examples of how you've motivated and mentored your team in the past. We want to know how you create a positive environment for your engineers!
Highlight Technical Expertise: Make sure to showcase your technical skills, especially with Microsoft technologies. We’re looking for someone who can tackle complex issues, so don’t hold back on detailing your experience with Windows OS, Office 365, and Active Directory.
Focus on Service Excellence: We value continuous improvement, so mention any process improvements you've implemented in previous roles. Talk about how you’ve kept SLAs and KPIs on track while ensuring customer satisfaction remains high.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and get to know you better. Plus, it shows you’re keen on joining our collaborative team!
How to prepare for a job interview at Constant Recruitment Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft technologies like Windows OS, Office 365, and Active Directory. Be ready to discuss how you've tackled complex issues in the past, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Leadership Style
Prepare examples of how you've motivated and mentored your team in previous roles. Think about specific situations where you created a positive environment or drove accountability. This will demonstrate your ability to lead by example and foster collaboration.
✨Understand Service Excellence
Familiarise yourself with SLAs and KPIs relevant to service delivery. Be prepared to discuss how you've contributed to process improvements and maintained high customer satisfaction in your previous roles. This shows that you’re not just technically savvy but also focused on delivering great service.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest in the position but also helps you gauge if the company is the right fit for you. Remember, interviews are a two-way street!
