1st Line Team Leader

Core-Asset Consulting Ltd; Newcastle upon Tyne; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading investment firm is seeking a 1st Line Team Leader in Newcastle upon Tyne. The ideal candidate will manage a high-performing support team, ensuring service excellence while developing team capabilities. Responsibilities include technical guidance, maintaining supplier relationships, and monitoring SLAs. This role offers a fantastic opportunity for an experienced professional looking to make a significant impact within the organization.

Qualifications

• Proven experience managing a team in a service desk environment.
• Ability to handle relationships with third-party suppliers.
• Demonstrated accountability for service improvement.

Responsibilities

• Lead and manage the 1st Line Support team.
• Provide technical guidance and best practice standards.
• Maintain relationships with third-party suppliers.
• Monitor and improve SLAs and performance targets.
• Oversee problem management and service improvements.
• Develop service desk alignment with business needs.
• Present service performance statistics to IT leaders.

Skills

Management experience in service desk or IT support

Relationship management skills

Ability to maintain and deliver against SLAs

Understanding of problem management

Technical expertise in enterprise technologies

Ability to train and support team members

Comfortable with statistics and reporting

Tools

Intune

Azure

Windows 11

8x8

Job description

Job Description

Core-Asset Consulting is working with a leading investment firm to recruit a 1st Line Team Leader in Newcastle. This is an excellent opportunity for an experienced service desk professional to take ownership of a high-performing frontline support function and play a key role in driving service excellence.

Skills / Experience

• Previous experience in line management within a service desk or IT support environment.
• Strong relationship management skills, particularly with third‑party suppliers.
• Demonstrated ability to maintain and deliver against SLAs.
• Solid understanding of problem management and service improvement.
• High level of technical expertise across common enterprise technologies, including Intune, Azure, Windows 11, 8x8.
• Ability to train, support and develop junior team members.
• Comfortable producing regular statistics and reporting for senior IT stakeholders.

Core Responsibilities

• Lead, develop and manage the 1st Line Support team, fostering a positive and solutions‑focused culture.
• Provide hands‑on technical guidance and set standards for best practice across the service desk.
• Maintain effective relationships with third‑party suppliers to support timely issue resolution.
• Ensure SLAs and performance targets are monitored, met and continuously improved.
• Oversee problem management and contribute to long‑term service improvement.
• Spearhead the ongoing development of the service desk to ensure alignment with business requirements.
• Produce and present regular service performance statistics to senior IT leaders.

Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.

Job reference: 16308

To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.