1st Line Team Leader

Constant Recruitment Ltd; Whetsted; On-site; GBP 32,000 - 35,000; Full time

Job summary

A leading Managed Service Provider is seeking a 1st Line Team Leader in Whetsted to manage a team of engineers and enhance service delivery. This role combines hands-on technical support with leadership, where you'll coach your team while maintaining high customer satisfaction. Ideal candidates will have experience in similar roles, strong Microsoft infrastructure knowledge, and excellent communication skills, with opportunities for growth and development within the company.

Benefits

Training and development opportunities

Collaborative work environment

Qualifications

• Proven experience as a 1st Line or Service Desk Team Leader.
• Strong technical background in Microsoft infrastructure.
• Excellent communication skills.

Responsibilities

• Manage and mentor the 1st Line Engineers.
• Provide technical support for complex issues.
• Implement process improvements across the service desk.

Skills

Leadership

Technical problem-solving

Communication

Education

Relevant certifications (Microsoft, ITIL, CompTIA)

Tools

Microsoft technologies

Active Directory

Windows OS

Office 365

Server OS

Job description

1st Line Team Leader

£32,000 - £35,000 DOE

Location : Paddock Wood (office-based)

Reporting to : Service Delivery Manager

Are you already leading a 1st Line team and looking for a new challenge?

Do you enjoy coaching engineers, improving service delivery, and leading by example?

Would you like to join a company that values collaboration, growth, and technical excellence?

If so, this could be your next move.

The Role

As 1st Line Team Leader, you will take ownership of a team of skilled engineers, guiding their performance, development, and day-to-day activities. You will balance hands‑on technical support with leadership responsibilities around two‑thirds of your time will be spent resolving issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality.

You will act as the go‑to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge and leadership skills will make a real impact both on the team and on the wider business.

What You Will Be Doing

Lead and Support the Team

Manage, motivate, and mentor your 1st Line Engineers through regular 1‑2‑1s and coaching.

Create a positive, collaborative environment where people can do their best work.

Set clear goals and drive accountability across the team.

Be the Technical Escalation Point

Provide expert guidance and hands‑on assistance for complex 1‑st Line issues.

Lead root cause analysis and ensure knowledge is documented and shared.

Maintain a strong working knowledge of Microsoft technologies and infrastructure.

Champion Service Excellence

Identify and implement process improvements across the service desk.

Contribute to documentation and promote best practice across the team.

Keep SLAs and KPIs on track, with a focus on customer satisfaction and efficiency.

What We Are Looking For

Proven experience as a 1st Line or Service Desk Team Leader, ideally within an MSP or similar environment.

Strong technical background across Microsoft infrastructure (Windows OS, Office 365, Active Directory, Server OS).

A calm, methodical approach to problem‑solving and escalation management.

Excellent communication skills and the confidence to engage with clients and colleagues at all levels.

Experience working to SLAs and KPIs, with a focus on continuous improvement.

Certifications such as Microsoft, ITIL or CompTIA would be beneficial, but not essential.

Why Join?

You will be part of a collaborative, people‑first MSP where leadership is about empowering others, not managing from a distance. The company invests in training, development, and technology, giving you the tools and autonomy to lead your team effectively and keep growing yourself.

Interested?

Apply today or get in touch for a confidential chat – we would love to tell you more about the team and what makes this opportunity stand out.