The First Line Team Leader is responsible for leading the team of First Line Support Analysts. You will act as the escalation point for the First Line Team, ensuring that the team who support our customers respond to all queries and issues within defined quality and within S.L.A.

The role is responsible for the completeness and accuracy of the Shift and On-Call patterns and the general wellbeing of the First Line Team as well as other team leadership duties as defined below.

This position will assist the Service Centre Manager with Managed Services and Service Transition activities as well as looking for improvements within the Team, our toolsets and the wider business that the Support Centre Team 'interface' with.

The role will also involve working with the project engineering and delivery teams to ensure that the current managed service we support remains current, meets expected standards, and our services well understood within the First Line Team.

Experience, Knowledge, Skills and Qualifications

• Technical experience of Microsoft and / or Cisco.
• Team leadership experience desirable.
• Experience of planning, maintaining a 24 x 7 x 365 rota and the problems associated with this task desirable.
• Experience of Service Now / Cherwell or similar ITSM tool.
• ITIL Foundation desirable.
• Ownership - not afraid to take / offer responsibility.
• Motivator - ability and toolkit to motivate a team.
• Analytical - ability to analyse and manage team performance by reviewing the teams work, their interactions, and their tickets.
• Positive, proactive demeanor.

Key Responsibilities

• Technical Support : Monitor the First Line Team queue and ensure tickets are picked up, updated regularly, and resolved within SLA.
• Technical Support : Monitor quality of service delivery and ensure contractual obligations are met. Understand what 'great customer service' means and drive the team to deliver It.
• Technical Support : Understand and action escalations for the First Line Team.
• Leadership : Mentor and manage the development of the team including conducting 1-2-1's and performance reviews. Motivate, guide and coach team members.

Set formal training plans for the team.

• Leadership : Regularly conduct team meetings and produce minutes of discussions and actions.
• Leadership : Represent the team internally & externally to customers and 3rd parties when required.
• Service Transition : Support integration of internal and external new business / activities. Assist in the Service Transition and Onboarding processes.
• Continual Service Improvement : Actively contribute to continuous improvement programme set by the Service Centre Manager.
• Service Tools : Develop personal and Team skills in the use and administration of our service toolsets.

Last updated : 2024-04-26