Support Tam Lead - First Response

SUMMARY:
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POSITION INFO:

Support Team Lead (First Response)

We are seeking a Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency. The Team Lead coordinates closely with internal teams and customers, acting as a central escalation point and championing continuous improvement within the support function.

Job Summary

The Support Team Lead manages the daily operations of the L1 and L2 support teams, ensuring the delivery of efficient, customer-focused IT support. This role provides technical and professional guidance, oversees performance and service quality, and collaborates with other departments to resolve issues and meet organisational objectives. The Team Lead is a mentor, problem-solver, and key contact for customers.

Key Responsibilities

Customer Service and Communication

• Serve as a primary customer contact, maintaining regular engagement with key client stakeholders.

• Ensure high levels of customer satisfaction through clear and proactive communication.

Team Leadership and Development

• Lead, coach, and support L1 and L2 engineers to deliver effective service and achieve performance targets.

• Motivate the team and promote a positive, collaborative work environment.

Recruitment and Onboarding

• Conduct interviews, participate in hiring decisions, and support onboarding for new team members.

Performance Management

• Conduct regular 1:1 meetings and performance reviews.

• Provide constructive feedback and support skills development and career progression.

Shift Rota and Capacity Planning

• Create and manage shift schedules, leave requests, and capacity planning to ensure adequate coverage.

Escalations and Incident Management

• Provide escalation guidance to engineers and handle high-priority tickets.

• Act as Major Incident (MI) manager for P1 incidents.

Service Delivery and SLAs

• Oversee escalation processes, ensuring SLAs are met and service quality remains high.

Collaboration and Cross-Department Coordination

• Work closely with other departments and Team Leads to expedite requests and resolve technical issues.

Continuous Improvement

• Identify and implement best practices to improve team efficiency and service delivery.

• Stay informed on emerging technologies and recommend improvements.

Ticket Management and Reporting

• Oversee ticket queues to ensure timely resolution and alignment with business needs.

• Prepare and present reports on service performance and improvement initiatives.

Compliance and Security

• Ensure adherence to ITIL principles, security protocols, and relevant compliance standards.

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field

• ITIL Certification or strong understanding of IT Service Management (ITSM) practices

• CompTIA A+ or Network+

• Microsoft Certified: Azure Fundamentals

Experience

• Experience in an IT support role, with 2–3 years in a leadership or supervisory position

• Strong technical knowledge across IT systems, networks, and software

• Excellent organisational, communication, and interpersonal skills

• Ability to manage multiple tasks, priorities, and projects simultaneously

Skills

• Strong leadership and team-management capabilities

• Effective problem-solving and critical-thinking ability

• Customer-focused approach to service delivery

• Understanding of basic project-management principles

• Proficiency with IT support tools and ITSM systems

• Fluent in English with strong written and verbal communication skills

• Professional customer demeanour and high integrity

 

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