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: Work in a vibrant environment focused on sustainability and diversity.
- Why this job: Make a real impact while nurturing a supportive and inclusive team 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.
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.
1st & 2nd Line Support Team Leader in Hemel Hempstead 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 in the IT sector. With a strong commitment to employee development through comprehensive training programmes and career progression opportunities, our supportive and collaborative culture ensures that every team member can thrive while delivering outstanding service to our customers. Located in Hemel Hempstead, this role offers the chance to lead a dedicated support team in a business-critical environment, fostering both personal and professional growth.
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 in Hemel Hempstead
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for the interview by researching the company and its culture. At StudySmarter, we believe that understanding their values, especially around inclusivity and sustainability, can give you an edge in showing you’re the right fit.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. We can’t stress enough how being comfortable with your answers can boost your confidence when it’s time to shine.
✨Tip Number 4
Follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace 1st & 2nd Line Support Team Leader in Hemel Hempstead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Team Leader role. Highlight your leadership experience and technical skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Customer Focus:Since this role is all about delivering exceptional service, share examples of how you've gone above and beyond for customers in the past. We love seeing candidates who are passionate about customer satisfaction!
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills. We appreciate clarity and organisation in applications!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Converge Technology Solutions UK
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around 1st and 2nd line support. Be ready to discuss your experience with Microsoft Windows and Office applications, as well as any troubleshooting you've done in the past.
✨Show Your Leadership Skills
As a Team Leader, you'll need to demonstrate your ability to motivate and develop a team. Prepare examples of how you've led teams before, handled performance reviews, or implemented training plans to showcase your leadership style.
✨Understand Their Values
Converge Technology Solutions UK places a strong emphasis on inclusivity and sustainability. Familiarise yourself with their core values and think about how your own values align with theirs. This will help you connect during the interview.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complex incidents. Think of specific scenarios where you've successfully resolved issues or improved service delivery, and be ready to share those stories.
