Onsite Support Team Leader

Littlefish; Stevenage; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading IT services company is seeking an Onsite Support Team Leader to provide technical support and manage a team in Stevenage. This role involves guiding support engineers, solving IT issues, and ensuring excellent customer service. The ideal candidate should have strong IT knowledge, excellent communication skills, and a passion for customer service, along with opportunities for professional growth and attractive benefits.

Benefits

£4500 increase through training program

Referral bonus scheme

Access to LinkedIn Learning

Healthcare cash plan

Casual dress policy

Company pension scheme

Company social events

25 days annual leave plus bank holidays

Qualifications

• Demonstrable people management skills.
• Strong IT troubleshooting abilities.
• Experience with desktop and printer hardware.

Responsibilities

• Provide onsite technical support and manage support engineers.
• Deliver 1st and 2nd line technical support.
• Ensure effective resource management and customer satisfaction.

Skills

IT-related problem-solving

Face-to-face communication

Customer service

Coaching and mentoring skills

Education

Experience in IT infrastructure support

Tools

Office 365

Active Directory

Windows 10

Job description

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Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box.

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and add to our skills and experience as we see Littlefish grow.

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.

The Role and What You'll Be Getting Up to on a Day-to-Day Basis:

We are seeking an experienced Onsite Support Team Leader to join our dynamic team based in Stevenage. This role involves providing effective onsite technical support and managing a team of Onsite Support Engineers.

You will:

• Provide Tactical Advice, Coaching, and Guidance: Offer operational delivery support to Onsite Support Engineers, ensuring they have the resources and knowledge needed to succeed.
• Deliver 1st and 2nd Line Onsite and Remote Technical Support: Resolve desktop, laptop, printer, and application issues, as well as basic network/server troubleshooting and administration.
• Manage Technical Queries: Communicate effectively with customers and manage technical queries in line with Littlefish standards and customer-specific SLAs.
• Complete Technical Projects: Handle specific technical projects as designated by the Service Management Team, including deployments, installs, moves, adds, and changes.
• Ensure Effective Resource Management: Influence and identify required resources within Operations, forecasting ahead in a timely manner.
• Customer Centricity: Champion a customer-first approach, ensuring that all interactions are handled with empathy, professionalism, and a focus on delivering outstanding customer experiences.
• Relationship Building: Develop and maintain strong relationships with key customer stakeholders, understanding their needs and ensuring their satisfaction with our services.
• Set and Manage SMART Objectives: Provide line management to direct reports, including personal and career development, and set and manage SMART objectives.
• Maintain Qualifications and Skill Sets: Ensure continuous training and development to keep personal qualifications and skill sets up to date.
• Customer Focus: Proven track record of delivering exceptional customer service and building strong customer relationships.
• Accountability: Foster a culture of accountability within the team, ensuring that each member takes ownership of their tasks and responsibilities.
• Sense of Urgency: Instil a sense of urgency in the team, prioritising tasks effectively to meet customer needs and resolve issues promptly.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the support team.
• Collaboration: Work closely with other departments, such as Sysadmin Team and Service Delivery Manager, to ensure a cohesive approach to customer support and service deliver

The ideal candidate will have:

• Demonstrable people management skills, with experience in coaching and mentoring onsite teams.
• Strong IT-related problem-solving skills.
• Working knowledge of IT infrastructure support, including desktop/laptop/printer hardware, Office 365, Exchange, Windows 10, Active Directory, Apple OSX and iOS, and deployment technologies (SCCM/WSUS/MDT).
• Excellent face-to-face and telephone communication skills.
• Ability to supervise team members and manage customer expectations effectively.
• Proficient fault finder and problem solver.
• Apple experience would be advantageous.

What can we offer you?

• Through our one of a kind training programme, the Littlefish Academy, you can increase your earnings by £4,500
• Referral bonus scheme of £1000 when you successfully refer a friend.
• Access to our LinkedIn Learning platform, with over 16000 expert-led online tutorials to enhance and achieve your personal and professional goals.
• Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare
• Casual dress policy
• Company Pension Scheme
• Company social events
• 25 days annual leave plus public / bank holidays
• Purchase and sale of annual leave scheme

Life at Littlefish:

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.

I am High Performing- I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.

I am Passionate- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.

I Have a Can-Do Attitude- I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.

We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.

Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a ‘prefer not to say’) option.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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