First Line IT Team Leader

Adept Resourcing; Sheffield; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic and experienced support desk manager to oversee daily operations and lead a team of technicians. In this role, you will inspire and mentor your team while ensuring that IT issues are resolved efficiently and to a high standard. You will also have the opportunity to participate in a hybrid working model, allowing for flexibility in your work environment. This position offers a supportive culture focused on professional growth, with numerous benefits including generous annual leave and health perks. If you are passionate about IT support and team management, this role is perfect for you.

Benefits

Hybrid working model

Westfield Health Benefits

33 days of annual leave

Paid day off for your birthday

Option to buy and sell holidays

Mortgage advice

Childcare vouchers

Qualifications

• Experience in an IT desk/MSP environment is essential.
• Strong problem-solving skills and commitment to improvement.

Responsibilities

• Manage day-to-day operations of the support desk and monitor ticket queues.
• Inspire and mentor a team of first-line support technicians.
• Ensure prompt resolution of IT issues and manage team schedules.

Skills

IT desk/MSP experience

IT knowledge in 365

Active Directory

Basic networking

Microsoft Exchange

PC hardware and software installations

Team leadership or mentoring

Problem-solving skills

Job description

Responsibilities:

• Manage day-to-day operations of the support desk, monitor the ticket queue, ensure SLAs are met, and escalate tickets as needed to ensure swift resolution.
• Inspire, mentor, and manage a team of first-line support technicians, fostering a productive and positive team culture.
• Conduct regular one-on-ones and performance reviews, providing constructive feedback and celebrating successes.
• Participate in a management on-call rota to handle first-line HR-related matters outside of regular office hours.
• Ensure the team resolves IT issues promptly, efficiently, and to a high standard, stepping in when issues require additional attention.
• Support your team's professional growth by coaching, providing development opportunities, and creating tailored career development plans.
• Manage team schedules, ensuring coverage for sickness and holidays, and ensuring optimal resource allocation.

Skills and Requirements:

• Experience within an IT desk/ MSP environment.
• IT knowledge in 365, Active Directory, basic networking, Microsoft Exchange, PC hardware, and software installations.
• Previous experience with leading or mentoring a team.
• Strong problem-solving skills and commitment to continuous improvement.

Benefits:

• Hybrid working model (2 days per week working from home).
• Westfield Health Benefits.
• 33 days of annual leave.
• Paid day off for your birthday.
• Option to buy and sell holidays.
• Additional benefits including mortgage advice, childcare vouchers, and more.