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Job Title: 1st Line Support Team Leader
Location: Sheffield (Hybrid - 3 days office / 2 days remote)
Salary: Up to £35,000
Employment Type: Full Time, Permanent

About the Role:

We are seeking a motivated and experienced 1st Line Support Team Leader to join a growing Managed Service Provider (MSP) based in Sheffield. This is a hybrid role offering the opportunity to combine hands-on technical support with team leadership and operational responsibilities.

You'll lead a small, dynamic team providing exceptional 1st line IT support to a diverse customer base, ensuring high standards of service delivery while supporting internal process improvements. The role includes overseeing ticket progression, managing performance, and handling technical escalations to 2nd/3rd line teams.

Key Responsibilities:

Team Leadership & Management

Lead and mentor a team of 1st Line Support Technicians, ensuring effective daily operations and positive team morale.

Conduct regular 1-to-1s, probation reviews, and performance appraisals.

Manage team rotas, absence/holiday tracking, and provide return-to-work support.

Monitor KPIs and SLAs, ensuring team targets are met and service quality remains high.

Identify and implement team training needs to support ongoing development.

Escalate staffing or performance concerns to senior management as needed.

Service Desk & Operational Responsibilities

Oversee day-to-day ticket queues, ensuring timely and accurate resolution of incidents and requests.

Ensure adherence to incident and request management processes.

Act as a point of technical escalation for complex or unresolved 1st line issues.

Coordinate with 2nd and 3rd line teams for escalations and collaborate on incident resolution.

Monitor customer satisfaction and support continuous improvement initiatives.

Create and maintain knowledge base articles and standard operating procedures.

Technical Support & Escalation

Provide hands-on 1st line technical support across desktop, network, and application issues.

Assist with onboarding of new clients and implementation of new services.

Maintain up-to-date knowledge of products, technologies, and best practices relevant to the MSP environment.

Identify recurring issues and contribute to root cause analysis and long-term fixes.

Key Skills & Experience:

Previous experience in a 1st line support or service desk role, ideally within an MSP.

Prior experience in a team lead or supervisory role is highly desirable.

Strong understanding of Windows OS, Microsoft 365, basic networking, and desktop troubleshooting.

Knowledge of ITIL principles and service desk best practices.

Excellent interpersonal, communication, and customer service skills.

Proven ability to manage competing priorities and remain calm under pressure.

Benefits:

Competitive salary up to £35,000 DOE

Hybrid working model (3 days office, 2 remote)

Ongoing training and certification support

Company pension scheme

Friendly, supportive work environment

To Apply:
Please submit your CV and a brief cover letter outlining your suitability for the role