At a Glance
- Tasks: Lead a dynamic team delivering top-notch IT support services.
- Company: Join a growing technology organisation with a supportive culture.
- Benefits: Ongoing training, career progression, and a collaborative work environment.
- Other info: Opportunity to work closely with key customers in a fast-paced setting.
- Why this job: Make a real impact by enhancing customer satisfaction and team performance.
- Qualifications: Experience in leading IT support teams and strong technical skills required.
The predicted salary is between 35000 - 45000 £ per year.
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)
Join Our Technology & Services Team
We are seeking an experienced and customer-focused 1st & 2nd Line Support 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.
Essential Skills & Experience
- 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.
Desirable
- 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.
- A customer-first mindset.
- 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 UK
Join our dynamic Technology & Services team in Hemel Hempstead, where we prioritise a supportive and collaborative work culture that fosters employee growth and development. As a 1st & 2nd Line Support Team Leader, you will have the opportunity to lead a dedicated team, engage directly with customers, and benefit from ongoing training and career progression within a thriving technology organisation. We are committed to delivering exceptional service while ensuring high levels of customer satisfaction and team engagement.
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! Get out there and connect with people in the industry. Attend tech meetups, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Team Leader role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your experience leading IT support teams. Share specific examples of how you've improved service delivery and customer satisfaction.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you'd handle complex incidents or manage team performance under pressure. Practising your responses can help you feel more confident when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who want to lead and develop teams. Plus, it shows you're genuinely interested in joining us at StudySmarter!
We think you need these skills to ace 1st & 2nd Line Support Team Leader in Hemel Hempstead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and technical support background to show us you're the right fit for the role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about delivering excellent customer service. Share specific examples of how you've led teams or improved service delivery in previous roles.
Showcase Your Technical Skills:Don’t forget to mention your knowledge of Microsoft Windows and Office applications. We want to see your troubleshooting skills in action, so include any relevant experiences that demonstrate your problem-solving abilities.
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 ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at Converge 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
Prepare examples of how you've led a team before. Think about specific situations where you motivated your team or resolved conflicts. This will show that you can handle the responsibilities of a Team Leader effectively.
✨Understand Customer Needs
Since this role is customer-focused, be prepared to talk about how you've built relationships with stakeholders in previous roles. Highlight any experiences where you went above and beyond to ensure customer satisfaction.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific situations, like managing escalations or improving service delivery. Practise your responses to these scenarios so you can demonstrate your problem-solving skills and proactive approach.
