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- Tasks: Lead a dynamic team to deliver top-notch technical support and optimise service operations.
- Company: Join a forward-thinking company that values teamwork and client satisfaction.
- Benefits: Enjoy 25 days holiday, flexible working, health insurance, and fun office perks.
- Other info: Engaging work environment with opportunities for professional growth and training.
- Why this job: Make a real impact by developing your team and enhancing client experiences.
- Qualifications: 2 years of team leadership experience and a passion for people development.
The predicted salary is between 35000 - 45000 £ per year.
We have an exciting opportunity for an experienced team leader to join our Technical Delivery team, to lead our technical service response to all first line service requests. You will be responsible for making sure that all tickets are handled in line with SLA’s and best practice standards, and ensuring that the team provides outstanding support to our clients.
Responsibilities
- Monitoring daily service levels and identifying areas for improvement.
- Ensuring adherence to established processes and standards.
- Conducting regular reviews of first line operations to identify opportunities for optimisation.
- Performing spot checks on tickets to ensure quality and adherence to SLAs, and to track KPIs for the team.
- Acting as an escalation point for client issues.
- Ensuring tickets are escalated in a timely manner to Senior Analysts (as necessary).
- Ensuring clients are informed of any major issues and updates related to problem management.
- Conducting regular one-to-one reviews and providing constructive feedback to team members.
- Coordinating team scheduling, including managing holidays and resource allocation.
- Cultivating a client-focused ethos, promoting best-in-class client experience and clear, proactive communication.
- Ensuring that the team is appropriately trained and skilled for current and future challenges.
- Ensuring all First Line Analysts have a development plan in place (within role) to achieve minimum standards of technical accreditation and hands-on client experience.
- Providing hands-on coaching and mentoring to First Line Analysts to allow for ongoing training and development throughout day-to-day activities.
Qualifications
- 2 years experience in a team leading role.
- MSP experience.
- Professional, driven and ambitious with a friendly, positive, caring approach and the ability to perform well under pressure.
- A passion for developing people, along with strong leadership & management skills.
- Excellent written and verbal communication skills.
- Good troubleshooting/problem-solving skills.
Benefits
- 25 days holiday + bank holidays.
- Flexible working.
- Full health insurance.
- Games room including consoles, pool table, tennis table, dartboard.
- Well-stocked kitchen with coffee machine, teabags, monthly breakfast club, breakfast food, office pick-n-mix, and drinks fridge.
- Monthly company update day includes briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch.
- Employee Assistance Programme/Support.
- Employee & client referral scheme up to £1,000.
- Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between.
Team Lead – First Line Technical Delivery in Almondsbury employer: WestSpring IT Limited
Contact Detail:
WestSpring IT Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Lead – First Line Technical Delivery in Almondsbury
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to team leadership and technical delivery. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've improved service levels or handled client issues in the past. This will demonstrate your hands-on experience and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Team Lead – First Line Technical Delivery in Almondsbury
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your team leadership experience and any relevant MSP 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 leading a technical delivery team. Share specific examples of how you've improved service levels or developed team members in previous roles.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application is clear and concise. Use proper grammar and structure to demonstrate your written communication skills right from the start.
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 WestSpring IT Limited
✨Know Your Stuff
Make sure you’re well-versed in the technical aspects of the role. Brush up on your knowledge of SLAs, ticketing systems, and best practices in technical delivery. Being able to discuss these confidently will show that you’re ready to lead the team.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you successfully led a team or improved service levels. Highlight how you’ve handled escalations and provided constructive feedback. This will demonstrate your capability to manage and develop a team effectively.
✨Client-Focused Mindset
Be ready to discuss how you prioritise client satisfaction. Share specific instances where you’ve gone above and beyond to ensure clients are informed and supported. This aligns perfectly with the company’s ethos of providing outstanding client experience.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, current challenges, and opportunities for optimisation within the first line operations. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you.