1St Line Support Team Leader

Cooper Lomaz; Southend-on-Sea; On-site; GBP 35,000; Full time

Job summary

An established industry player is seeking a dynamic 1st Line Support Team Leader to guide their customer support team. In this pivotal role, you will ensure exceptional service delivery while fostering a culture of continuous improvement and professional development. Your leadership will drive the team's performance, enhance customer satisfaction, and implement effective solutions to recurring issues. This opportunity offers a chance to make a significant impact in a supportive environment, where your contributions will be valued and rewarded. If you have a passion for IT support and leadership, this role is perfect for you.

Qualifications

• Experience leading a 1st Line or customer support team in IT.
• Strong understanding of SLA/KPI management and performance analysis.

Responsibilities

• Lead and motivate the 1st Line Support Team to meet targets.
• Set and monitor SLAs and KPIs for service delivery.

Skills

Leadership Skills

Customer Service

Problem-Solving

Communication Skills

Performance Analysis

Continuous Improvement

Tools

Helpdesk Systems

Ticketing Systems

Job description

Job Title: 1st Line Support Team Leader
Location: Near Southend-on-Sea, Essex (Office-Based)
Salary: Up to £35,000 per annum
Hours: Full-Time

Are you an experienced IT support professional with strong leadership skills and a passion for delivering top-tier customer service? We're working with a well-established organisation based near Southend-on-Sea to recruit a 1st Line Support Team Leader to lead and empower their customer support team.

This is an exciting opportunity for someone ready to step into a hands-on leadership role-helping shape and refine the 1st Line function while driving service excellence and continuous improvement.

1st Line Support Team Leader
As the 1st Line Support Team Leader, you'll take charge of the day-to-day performance of the 1st Line Customer Support Team. Your focus will be ensuring service levels and KPIs are consistently achieved while delivering an exceptional customer experience. You'll play a key role in setting SLAs, coaching the team, and analysing performance data to drive meaningful improvements.

Key Responsibilities

• Lead, manage, and motivate the 1st Line Support Team to consistently meet service levels and performance targets.
• Set, monitor, and refine SLAs and KPIs, ensuring a clear and accountable service delivery framework.
• Use service data and trends to identify areas for improvement and implement practical, scalable solutions.
• Support customer satisfaction initiatives, contributing to performance in CSAT and NPS scores.
• Oversee the creation and management of Knowledge Base content to empower both users and support staff.
• Identify recurring support issues and reduce ticket volumes through training, education, and process improvements.
• Act as an escalation point for complex or unresolved customer issues, ensuring swift and satisfactory outcomes.
• Foster a culture of coaching, mentoring, and professional development within the team.
• Collaborate with internal stakeholders across departments to ensure service alignment and improvement.
• Continuously drive innovation and process optimisation within the support function.
• Deliver regular performance updates and service improvement reports to senior leadership.
• Monitor quality of service via telephony and ticketing platforms, ensuring consistency and high standards.
• Uphold strict adherence to data protection, information security, and relevant company policies.
• Promote and embody the organisation's values, with a strong focus on Safeguarding, Equality, and Diversity.

What We're Looking For

• Previous experience leading or mentoring a 1st Line or customer support team within an IT environment.
• A strong understanding of SLA/KPI management and performance analysis.
• Excellent problem-solving, communication, and interpersonal skills.
• Experience using helpdesk or ticketing systems.
• A proactive approach to continuous improvement and service delivery.
• Ability to coach, develop, and inspire a team in a fast-paced environment.
• Familiarity with ITIL principles and data protection best practices is desirable.

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