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- Tasks: Lead a dynamic team providing 1st line IT support and manage daily operations.
- Company: Join a growing Managed Service Provider in Sheffield with a focus on exceptional service delivery.
- Benefits: Enjoy a competitive salary, hybrid working, ongoing training, and a supportive work environment.
- Why this job: This role offers hands-on technical challenges and leadership opportunities in a friendly culture.
- Qualifications: Experience in 1st line support and team leadership, with strong IT skills required.
- Other info: Flexible working model: 3 days in the office, 2 days remote.
The predicted salary is between 28000 - 42000 £ per year.
Location: Sheffield (Hybrid - 3 days office / 2 days remote)
Salary: Up to £35,000
Employment Type: Full Time, Permanent
About the Role: We are seeking a motivated and experienced 1st Line Support Team Leader to join a growing Managed Service Provider (MSP) based in Sheffield. This is a hybrid role offering the opportunity to combine hands-on technical support with team leadership and operational responsibilities. You'll lead a small, dynamic team providing exceptional 1st line IT support to a diverse customer base, ensuring high standards of service delivery while supporting internal process improvements. The role includes overseeing ticket progression, managing performance, and handling technical escalations to 2nd/3rd line teams.
Key Responsibilities:
- Team Leadership & Management: Lead and mentor a team of 1st Line Support Technicians, ensuring effective daily operations and positive team morale. Conduct regular 1-to-1s, probation reviews, and performance appraisals. Manage team rotas, absence/holiday tracking, and provide return-to-work support. Monitor KPIs and SLAs, ensuring team targets are met and service quality remains high. Identify and implement team training needs to support ongoing development. Escalate staffing or performance concerns to senior management as needed.
- Service Desk & Operational Responsibilities: Oversee day-to-day ticket queues, ensuring timely and accurate resolution of incidents and requests. Ensure adherence to incident and request management processes. Act as a point of technical escalation for complex or unresolved 1st line issues. Coordinate with 2nd and 3rd line teams for escalations and collaborate on incident resolution. Monitor customer satisfaction and support continuous improvement initiatives. Create and maintain knowledge base articles and standard operating procedures.
- Technical Support & Escalation: Provide hands-on 1st line technical support across desktop, network, and application issues. Assist with onboarding of new clients and implementation of new services. Maintain up-to-date knowledge of products, technologies, and best practices relevant to the MSP environment. Identify recurring issues and contribute to root cause analysis and long-term fixes.
Key Skills & Experience:
- Previous experience in a 1st line support or service desk role, ideally within an MSP.
- Prior experience in a team lead or supervisory role is highly desirable.
- Strong understanding of Windows OS, Microsoft 365, basic networking, and desktop troubleshooting.
- Knowledge of ITIL principles and service desk best practices.
- Excellent interpersonal, communication, and customer service skills.
- Proven ability to manage competing priorities and remain calm under pressure.
Benefits:
- Competitive salary up to £35,000 DOE
- Hybrid working model (3 days office, 2 remote)
- Ongoing training and certification support
- Company pension scheme
- Friendly, supportive work environment
To Apply: Please submit your CV and a brief cover letter outlining your suitability for the role.
1st Line Support Team Leader employer: Nextech Group Ltd
Contact Detail:
Nextech Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Team Leader
✨Tip Number 1
Familiarise yourself with the key responsibilities of the role. Understand what it means to lead a team in a 1st line support environment, and be ready to discuss your leadership style and how you would motivate your team during the interview.
✨Tip Number 2
Brush up on your technical knowledge, especially around Windows OS, Microsoft 365, and basic networking. Be prepared to demonstrate your troubleshooting skills and share examples of how you've resolved complex issues in the past.
✨Tip Number 3
Showcase your understanding of ITIL principles and service desk best practices. Being able to articulate how these frameworks can improve service delivery will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with performance management and team development. Think of specific instances where you've successfully managed KPIs or implemented training initiatives that improved team performance.
We think you need these skills to ace 1st Line Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st line support and team leadership. Use specific examples that demonstrate your ability to manage a team and handle technical escalations.
Craft a Compelling Cover Letter: In your cover letter, clearly outline why you are a great fit for the role. Mention your previous experience in an MSP environment and how your skills align with the key responsibilities listed in the job description.
Highlight Key Skills: Emphasise your understanding of Windows OS, Microsoft 365, and ITIL principles. Provide examples of how you've successfully managed competing priorities and maintained high service quality in past roles.
Show Enthusiasm for Continuous Improvement: Mention any initiatives you've led or participated in that focused on improving service delivery or customer satisfaction. This shows your commitment to ongoing development and aligns with the company's goals.
How to prepare for a job interview at Nextech Group Ltd
✨Showcase Your Leadership Skills
As a 1st Line Support Team Leader, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to performance appraisals and team morale.
✨Understand the Technical Requirements
Brush up on your knowledge of Windows OS, Microsoft 365, and basic networking. Be ready to discuss specific technical issues you've resolved and how you can apply that experience to support your future team.
✨Familiarise Yourself with ITIL Principles
Since knowledge of ITIL principles is essential for this role, make sure you understand the key concepts and can explain how you've applied them in previous positions. This will show your commitment to service desk best practices.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle pressure. Think of scenarios where you've had to manage competing priorities or resolve complex issues, and be ready to share those experiences.
