Onsite Support Team Leader 273869 279469

Little Fish (UK) Ltd.; Stevenage; On-site; GBP 35,000 - 50,000; Full time

Job summary

Littlefish is seeking an experienced Onsite Support Team Leader in Stevenage to provide effective technical support and manage a team. Ideal candidates will have strong problem-solving and communication skills, a customer-centric approach, and experience managing onsite teams. Join us in a dynamic environment where you help shape the future.

Benefits

Training through the Littlefish Academy

Access to LinkedIn Learning

Healthcare cash plan

Company pension scheme

25 days annual leave plus public holidays

Social events

Qualifications

• Experience in coaching and mentoring onsite teams.
• Strong knowledge of IT infrastructure support.
• Excellent face-to-face and telephone communication skills.

Responsibilities

• Providing technical support and managing a team of Onsite Support Engineers.
• Handling technical projects including deployments and changes.
• Developing relationships with key customer stakeholders.

Skills

People management skills

Problem-solving

Communication skills

Customer service

Tools

Office 365

Active Directory

Windows 10

Apple OSX

SCCM

Job description

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 seek individuals who embrace 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 shaped Littlefish into what it is today, and you will be the future employees who continue to add drive, passion, and skills as we see Littlefish grow.

So, if this resonates with you and you are excited about working with creative, passionate, energetic, and friendly people — we would love to hear from you.

The Role and What You’ll Be Doing 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: Support operational delivery 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 issues related to desktops, laptops, printers, applications, and basic network/server troubleshooting and administration.
• Manage technical queries: Communicate effectively with customers and handle technical queries in line with Littlefish standards and SLAs.
• Complete technical projects: Handle specific projects including deployments, installs, moves, adds, and changes as designated by the Service Management Team.
• Ensure effective resource management: Forecast and identify required resources within Operations proactively.
• Champion a customer-centric approach: Handle all interactions with empathy, professionalism, and a focus on delivering outstanding customer experiences.
• Build and maintain relationships: Develop strong relationships with key customer stakeholders to understand their needs and ensure satisfaction.
• Set and manage SMART objectives: Provide line management to direct reports, including personal and career development.
• Maintain qualifications and skills: Engage in continuous training and development to keep skills up to date.
• Focus on customer service: Proven track record of delivering exceptional customer service and building strong relationships.
• Foster accountability: Promote a culture where team members take ownership of their tasks.
• Instil a sense of urgency: Prioritize tasks effectively to meet customer needs and resolve issues promptly.
• Identify process improvements: Seek opportunities for efficiency and implement best practices.
• Collaborate effectively: Work closely with other departments, such as the Sysadmin Team and Service Delivery Manager, to ensure cohesive support and service delivery.

The ideal candidate will have:

• People management skills, with experience in coaching and mentoring onsite teams.
• Strong problem-solving skills related to IT.
• Knowledge of IT infrastructure support, including 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.
• Experience with Apple products is advantageous.

What we offer:

• Training through the Littlefish Academy, potentially increasing earnings by £4,500.
• Referral bonus of £1,000 for successful referrals.
• Access to LinkedIn Learning with over 16,000 tutorials.
• Healthcare cash plan with online GP, counseling, and cashback services.
• Casual dress policy.
• Company pension scheme.
• Social events.
• 25 days annual leave plus public holidays.
• Purchase and sale of annual leave scheme.

Life at Littlefish:

Our values shape who we are. We hire people who embody these values:

• High Performing: We aim to increase quality and efficiency, striving for service excellence.
• Passionate: We build team success and celebrate achievements together. We are enthusiastic, energetic, and supportive.
• Can-Do Attitude: We are not afraid to challenge the status quo and get things done.

If you believe you can make a tangible difference, apply today and join us on this journey.

At Littlefish, we aim to be a place where everyone can be themselves. We are committed to diversity and inclusion, ensuring everyone feels equal and supported, regardless of background.

We encourage applications from all backgrounds. If you face any difficulties during recruitment, please get in touch for adjustments.

Part of our application process includes ED&I questions, with a 'prefer not to say' option available.