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- Tasks: Lead a dynamic team to deliver top-notch technical support and improve service levels.
- Company: Join a forward-thinking company that values teamwork and client satisfaction.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for growth in a fast-paced, client-focused environment.
- Why this job: Make a real difference by leading a team that enhances client experiences.
- Qualifications: 2 years of team leadership experience and a passion for developing others.
The predicted salary is between 40000 - 50000 £ 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.
Team Lead – First Line Technical Delivery 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for a Team Lead role. You never know who might have the inside scoop on an opportunity that’s not even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and technical delivery. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills during interviews by sharing specific examples of how you've improved team performance or client satisfaction in previous roles. We love hearing about real-life experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who want to make a difference in our Technical Delivery team.
We think you need these skills to ace Team Lead – First Line Technical Delivery
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Team Lead role. Highlight your experience in team leadership and technical delivery, and don’t forget to mention any relevant MSP experience. We want to see how you’ve made a difference in previous roles!
Showcase Your Achievements: When writing your application, focus on your achievements rather than just listing responsibilities. Use specific examples that demonstrate your ability to improve service levels and lead a team effectively. We love seeing how you've made an impact!
Be Client-Focused: Since this role is all about providing outstanding support to clients, make sure to emphasise your client-focused approach in your application. Share examples of how you've cultivated a positive client experience and handled escalations in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at WestSpring IT Limited
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to first line service requests. Understand the common issues clients face and how to resolve them. This will show that you're not just a leader, but also someone who can step in and help when needed.
✨Showcase Your Leadership Style
Be ready to discuss your approach to team management. Think about examples where you've successfully led a team, handled escalations, or improved service levels. Highlight your ability to provide constructive feedback and develop team members, as this is crucial for the role.
✨Demonstrate Client Focus
Prepare to talk about how you ensure a client-focused ethos within your team. Share specific instances where you've gone above and beyond to enhance client experience or effectively communicated during major issues. This will illustrate your commitment to outstanding support.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the current challenges the team faces or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.