First Line Support Team Leader

SBV; Houghton (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

SBV is seeking a First Line Support Team Leader in Houghton to oversee incident resolution, requests, events, backups and alerts from various monitoring tools. The role includes telephonic and remote troubleshooting, and leading staff to meet SLA and OLA targets, while maintaining service quality and customer experience.

Responsibilities include supervising installation and maintenance activities, adhering to policies, creating reports, and ensuring effective communication with stakeholders.

Qualifications

• 5 years proven experience in service delivery management and 1 year creating and implementing Service Operating Processes.
• 2+ years’ Desktop Support experience and intermediate Microsoft Office knowledge.
• Previous experience with ITSM tools such as Remedy or Managed Engine is advantageous.

Responsibilities

• Manage staff to achieve SLA and OLA requirements.
• Provide support and diagnostics for PC/workstation issues and related queries.
• Assist with installation, maintenance and management of related software and hardware.
• Adhere to policies and procedures and maintain relevant registers/reports.
• Communicate professionally with internal and external stakeholders.

Skills

Service delivery management

Microsoft Office proficiency

Desktop Support

Troubleshooting

Tools

ITSM tools

Remedy

Managed Engine

Service Manager

Job description

First Line Support Team Leader (Houghton)

2026/10/16

Reference Number

FLTL1

Description

Looking for a First line support team leader that will be responsible for resolving incidents, requests, events, backups and alerts from various polling and
management tools that are logged, via telephonic troubleshooting or remote support. Manage staff in order
to achieve SLA and OLA Requirements and adherence to Operational Level Agreements to maintain and
improve customer experience and Service Level Agreements. Understand the Service Desk Application and
be able to elevate or handle escalated calls for positive results.

• Manage Staff in Order to Achieve SLA and OLA Requirements
• Provide Support and Diagnostics Relating to Various PC/Workstation Requirements and Other
  Relevant Queries.
• Assist With the Installation, Maintenance and Management of All Related Software and Hardware
• Adhere to the Relevant Policies and Procedures
• Create and Maintain Relevant Registers and Reports
• Provide Professional and Efficient Communication to All Internal and External Stakeholders

Lead as an Ambassador and executor of Change
Act as a change management agent in periods of change to ensure continuity to operations
Manage the integration of Facilities and Infrastructure into a seamless end to end solution for
customers
Effectively communicate and embed new processes and procedures as they occur addressing or
escalating matters / concerns to the SME’s (subject matter experts) when required
Facilitate the necessary presentations, workshops or forums to ensure consistent and accurate
communication is given across one’s centre/s

Requirements

5 years proven experience in service delivery management, of which: 1 year in creating and
implementing Service Operating Processes for technical teams to improve service delivery and 2
years’ Desktop Support experience.
Intermediate Microsoft Office knowledge (Microsoft Outlook, Word, Excel)
Previous experience in:
o ISO 2000 Standard (Advantageous) o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc)(Advantageous)o Call centre experience (Advantageous)

7 years’ proven experience in service delivery management, of which: 2 years in creating and

implementing Service Operating Processes for technical teams to improve service delivery and 3

Advanced Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel)

Previous Experience in:

o ISO 2000 Standard (Advantageous)

o COBIT 5 (Advantageous)

o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc)

(Advantageous)

o Call centre experience (Advantageous)