At a Glance
- Tasks: Lead a dynamic team providing top-notch support to retail environments.
- Company: Join HSO, a global Microsoft solutions partner with a focus on innovation.
- Benefits: Enjoy competitive pay, wellness programmes, and continuous training opportunities.
- Other info: Be part of a culture that values growth, wellbeing, and teamwork.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Experience in managing support teams and a passion for customer service.
The predicted salary is between 40000 - 50000 £ per year.
Managed Service First Line Support Team Leader
HSO is a global Microsoft solutions partner delivering consistent, cost‑effective implementations through a unified methodology and providing world‑class, 24/7 proactive managed services to customers worldwide.
As a full‑service Microsoft Partner, we hold all six Microsoft Cloud Partner Program Solution Designations across Business Applications, Data & AI, Digital App & Innovation, Infrastructure, Modern Work, and Security.
For over 21 years, we have been a proud member of Microsoft’s Inner Circle—an elite group representing the top 1% of global partners—and we are also recognised as a Microsoft Fast Track Partner, ensuring high quality implementations and successful adoption of Microsoft Cloud solutions.
At HSO, our people are our greatest asset.
We are committed to employee wellbeing, professional growth, and creating an environment where everyone can thrive.
Through the HSO Academy, we provide continuous training, certification, and career development opportunities.
Our comprehensive wellbeing offering includes Tonic & Me, Care First, the Wellness Hub, and a network of trained Mental Health First Aiders.
HSO’s Mental Health Policy promotes openness, early support, and the reduction of stigma around mental health and wellbeing.
We focus on building a great place to work through trust, connection, fairness, and strong employee engagement.
Our aim is to create a supportive, psychologically safe environment where colleagues feel valued, empowered, and able to perform at their best.
About Managed Services
HSO Managed Services helps customers get the most out of their Microsoft Application and Cloud environments by improving how they work, innovate and grow.
We provide our customers with 24/7 management of their applications, Data & AI and Azure platforms.
Our teams work globally to deliver real business impact, strengthening security, improving processes, speeding up innovation, and helping customers become more adaptable and competitive.
At HSO, you’ll work with the latest Microsoft technologies, be part of a culture of continuous improvement, and play a key role in helping organisations support and transform their business.
Purpose Of The Role
The 1st Line Support Team Lead is a key role within the HSO Managed Services First Line team, responsible for the day‑to‑day management of the 1st line support function which is dedicated to a single customer.
This role combines frontline team leadership with direct customer accountability, ensuring that the customer’s retail store environments receive a high‑quality, consistent, and responsive support service.
As Team Lead you will own the performance, welfare, and development of the first line support team, manage operational processes including rotas, escalations, and service reporting, and act as the primary point of contact between the customer and the HSO support team.
You will drive a culture of continuous improvement, ensuring SLAs are met, service reviews are delivered, and both customer satisfaction and team wellbeing and performance remain at the forefront of everything you do.
The Team Lead holds direct responsibility for the performance, motivation, and engagement of each member of the team, ensuring fair management, regular appraisals, and genuine career development opportunities.
You will publicly support the strategic direction of HSO, uphold the values of the business, and place our customers at the heart of everything you do.
This role is a fixed‑term contract up to 12 months total, depending on start date.
Key Responsibilities
- Reviewing each team member’s progression on an individual basis
- Manage team leave and absence requests, ensuring rota coverage is maintained at all times
- Authorise team timesheets in line with HSO processes
- Lead the daily team catch‑up meeting, presenting updates and managing the associated calendar invites
- Act as the first point of support for team members requiring guidance, whether work‑related or personal
- Be alert to individual performance and address any anomalies or under‑achievement promptly and fairly
- Mentor, coach, and lead by example — managing with confidence, compassion, and consistency
- Be prepared to make difficult management decisions when required, anticipating challenges and proactively seeking resolution
- Operations & Rota Management
- Working Hours are full time 40 hours per week on a rota basis between Monday‑Friday 8a. m. – 6p. m. and some weekend rotation Saturday 8a. m. – 6p. m. and Sunday 10a. m.–4p. m.; Bank Holidays 10a. m.–4p. m. (excluding Christmas Day, Boxing Day and New Years Day)
- Manage the 1st line support rota, ensuring all weekday, weekend, and bank holiday shifts are covered
- Process team holiday requests and update the rota accordingly
- Ensure all team members rostered for each day are present and available on the call handling platform
- Ensure shift and lunch cover is maintained throughout the day, keeping a minimum of two people covering the phones at all times
- Customer Relationship Management
- Act as the primary escalation point, responding promptly and professionally to all queries, questions, and escalations
- Attend customer daily and/or weekly meetings during projects and periods of issue, feeding relevant updates back to the team
- Maintain a proactive and professional relationship with the customer stakeholders, ensuring they are kept fully informed of progress on all open and aged cases
- Provide structured, value‑led communication to the customer rather than purely reactive responses
- Act as a key escalation point for major incidents, ensuring timely and clear updates are provided to the customer
- Case & 3rd Party Management
- Oversee team case management, ensuring all tickets are appropriately logged, updated, and progressed within SLA
- Ensure all tickets contain the relevant 3rd party references and have been logged with the appropriate 3rd party
- Chase 3rd parties on aged or stalled cases and provide updates to both the team and the customer
- Update the customer on any cases that are not progressing or have been open for an extended period
- Close resolved cases promptly and accurately within the ITSM system
- Reporting & Service Reviews
- Create and generate reports within Manage Engine, the customer’s ticketing system
- Extract the BT open case report twice weekly, chase BT on outstanding items, and provide the team with updates
- Create ad hoc reports as required by the customer or management
- Manage the KPI report: extract data from Manage Engine, populate the KPI spreadsheet, and distribute to the team for completion
- Build and deliver Service Reviews, extracting all required reports and data from Manage Engine and the Call Handling platform
- Support Delivery
- Provide prompt and professional 1st line support to the customer in accordance with agreed SLAs and support contracts
- Ensure all support calls are effectively managed with minimum disruption to the customer’s retail store operations
- Ensure support issues are responded to and resolved within agreed timescales
- Monitor progress of allocated team cases and act as a key escalation point for managing major incidents
- Facilitate regular feedback to the customer regarding the progress of support call status, in line with agreed scope
- Spend dedicated time working directly on the phones alongside the team, providing hands‑on 1st line retail and POS support to the customer’s retail stores and maintaining a working understanding of day‑to‑day team workload and customer needs
- Compliance & Internal Governance
- Ensure timely completion of internal processes in accordance with the Company Handbook
- Work in alignment with HSO’s Quality System, ISO 27001 and GDPR policies
- Ensure support tickets and customer interactions comply with HSO standards and governance
- Carry out reasonable additional duties as required and agreed with the Head of MS Service
Essential Skills
- Experience managing or leading 1st line support teams
- Proven experience supporting retail IT environments, including EPOS/POS systems and retail store infrastructure
- Experience in supporting Retail IT/POS solutions in a 1st line capacity, with the ability to work directly on the phones alongside the team when required
- Excellent troubleshooting and problem‑solving skills
- Experience supporting customers over the phone in a service desk environment
- Proficiency in ticket management and ITSM tooling
- Experience producing operational reports and service review documentation
- Experience managing rotas, scheduling, and shift coordination
- A genuine passion for customer service and service excellence
- Strong written communication skills for ITSM updates, customer emails, and escalation correspondence
Desirable Skills
- ITIL Foundation or equivalent service management qualification
- Experience using Manage Engine or similar ITSM platforms
- Familiarity with call handling platforms and their reporting capabilities
- Experience creating and managing KPI reports and service review packs
- Understanding of SLA management and service review frameworks
- Experience working for a Microsoft Partner or Systems Integrator
- Personal Qualities
- Excellent communication and customer interaction skills
- Ability to work under pressure and consistently meet time commitments
- Self‑motivated with a proactive and solutions‑focused approach
- Strong organisational skills with the ability to manage multiple priorities simultaneously
- A natural leader who motivates, supports, and develops their team
- Confident in holding difficult conversations with compassion and consistency
- A team player who promotes a positive, inclusive, and collaborative team culture
- Comfortable representing HSO professionally in customer‑facing meetings and communications
- #J-18808-Ljbffr
Managed Services - First Line Support Team Lead in Salford employer: HSO
HSO is an exceptional employer that prioritises employee growth and satisfaction, offering a dynamic work culture where collaboration and innovation thrive. As a global Microsoft solutions partner, we provide our team with opportunities to engage in meaningful projects while benefiting from comprehensive training and support, ensuring you can excel in your role as a D365 SCM Support Consultant. Located in a vibrant environment, we foster a strong sense of community and encourage a healthy work-life balance, making HSO a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Managed Services - First Line Support Team Lead in Salford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HSO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HSO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Managed Services - First Line Support Team Lead in Salford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HSO:Your cover letter is your chance to shine! Tell us why you want to work at HSO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HSO!
How to prepare for a job interview at HSO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
