At a Glance
- Tasks: Lead a dynamic team delivering top-notch IT support services.
- Company: Join Converge Technology Solutions, a leader in innovative IT solutions.
- Benefits: Enjoy competitive pay, ongoing training, and career growth opportunities.
- Other info: Embrace diversity and sustainability in a collaborative environment.
- Why this job: Make a real impact while nurturing a supportive and inclusive work culture.
- Qualifications: Experience in IT support and strong leadership skills required.
The predicted salary is between 35000 - 45000 £ per year.
Converge Technology Solutions UK, the trading names of Stone Technologies Limited based in Staffordshire, UK, designs industry-specific IT solutions for each and every client. An IT reseller and IT manufacturer as well as having an award-winning IT recycling facility. Standing out as an innovative, highly accredited market leader with exceptional employee engagement. Our core values are clear, with sustainability at the heart of our activities.
Inclusivity and Support
We believe that everyone is welcome and will always be supported in their career with us. We encourage our people to bring their authentic selves to work, ensuring that everyone has an equal opportunity to reach their full potential. Our Disability Confident Employer, Care Leaver Covenant and Foster Friendly accreditations are a testament to our commitment to these principles.
Nurturing Diversity
Our support for employees and embrace of diversity go beyond policies and procedures. We provide an environment that nurtures inclusivity and engagement. From comprehensive training programs and a wide variety of apprenticeships to opportunities for community support with up to three days a year to volunteer, we create a space where employees can thrive.
Sustainable Practices
Built around sustainable business methods and a true dedication to delivering the best possible service to our customers, we believe in our people to always work with integrity and continually innovate. We understand that taking inclusion and diversity seriously is imperative to living up to our values.
Location: Customer Site – Hemel Hempstead
Department: Technology & Services
Hours: Full time, 37 hours 8:30-17:00 M-Th 8:30-16:30 F (1 hr break)
We are seeking an experienced and customer-focused Team Leader to lead the delivery of IT support services at a customer site. This is an excellent opportunity for a technical support professional with leadership experience to take ownership of service delivery, team performance, and customer satisfaction within a fast-paced IT environment.
As the Team Leader, you will manage the day-to-day activities of the Service Desk team, act as the primary escalation point for technical issues, and build strong relationships with customer stakeholders to ensure an exceptional support experience.
Key Responsibilities
- Lead, motivate and develop a team of 1st and 2nd Line Support Engineers.
- Manage daily service desk operations and ensure support requests are handled effectively.
- Monitor team performance against SLAs, KPIs and customer expectations.
- Act as the escalation point for complex incidents and service issues.
- Conduct regular one-to-one meetings, performance reviews and coaching sessions.
- Ensure team training, development plans and skills matrices remain current.
- Produce service performance reports and identify opportunities for improvement.
- Build strong working relationships with customer stakeholders.
- Ensure all incidents, requests and escalations are managed professionally and within agreed service levels.
- Support continuous improvement initiatives to enhance service delivery and customer satisfaction.
About You
- You will be a confident and approachable leader with a strong technical support background and a passion for delivering excellent customer service.
- Previous experience leading or supervising an IT support team.
- Experience providing 1st and 2nd Line technical support.
- Strong knowledge of Microsoft Windows desktop operating systems.
- Excellent knowledge of Microsoft Office applications.
- Experience working within SLA-driven support environments.
- Strong troubleshooting, fault diagnosis and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Ability to prioritise workloads and perform effectively under pressure.
- Experience within a Managed Services environment.
- Knowledge of Microsoft Server environments.
- Relevant Microsoft or industry certifications.
- IT-related degree or equivalent qualification.
What You'll Bring
- Strong leadership and people management skills.
- The ability to build trust and credibility with both customers and colleagues.
- A proactive approach to service improvement.
- A passion for developing and supporting team members.
What Success Looks Like
- High levels of customer satisfaction.
- Achievement of SLA and KPI targets.
- Effective incident resolution and escalation management.
- Strong team engagement and development.
- Continuous improvement of service quality and operational performance.
Why Join Us?
- Opportunity to lead a dedicated onsite support team.
- Work closely with a key customer in a business-critical environment.
- Ongoing training and professional development.
- Career progression opportunities within a growing technology organisation.
- Supportive and collaborative culture.
If you're an experienced IT Support Team Leader looking for your next challenge and enjoy working directly with customers to deliver exceptional service, we'd love to hear from you.
We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.
No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversity, and inclusion policy that supports this approach.
To discuss any reasonable adjustment or request a paper-based application form as an alternative, please contact People Operations.
1st & 2nd Line Support Team Leader employer: Converge Technology Solutions UK
Converge Technology Solutions UK is an exceptional employer that prioritises inclusivity, innovation, and sustainability, making it a fantastic place for professionals seeking meaningful careers. With a strong commitment to employee development through comprehensive training programmes and a supportive work culture, team members are encouraged to thrive while contributing to a sustainable future. Located in Hemel Hempstead, this role offers the unique opportunity to lead a dedicated onsite support team in a business-critical environment, ensuring high levels of customer satisfaction and continuous improvement.
Contact Details:
Converge Technology Solutions UK Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st & 2nd Line Support Team Leader
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Converge Technology Solutions UK values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Converge Technology Solutions UK might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Converge Technology Solutions UK!
✨Direct Apply to Converge Technology Solutions UK
Let's not forget to apply directly through the Converge Technology Solutions UK website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1st & 2nd Line Support Team Leader
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Converge Technology Solutions UK.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Converge Technology Solutions UK. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Converge Technology Solutions UK
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
