1st Line Support Team Leader

6 months ago

Gateshead, United Kingdom Aspire Technology Solutions Full time

**About Aspire**

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand
- Our mission: To deliver technology like no other_

**About the role**

We’re looking for a technical, experienced and energetic team leader to lead our 1st Line team, which has users based at our head office in Gateshead. We’re looking for someone who is driven, has great leadership skills, enjoys taking control of situations, provides guidance and direction. You will be comfortable developing a team of 1st line Engineers with a range of skill sets and technical knowledge.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. You will be delivering exceptional customer service for cases which have been escalated to you by our 1st line Engineers. This could involve fixing a technical fault, answering a query, fulfilling a service request - anything that is needed to allow the user to return to work.

**What you will be doing**:

- Line management, mentoring and developing a team of 1st line Quick Fix Engineers.
- Providing sound performance management to all your people.
- Defining Personal Development Plans
- Identifying and executing training plans
- Providing challenges and room to grow for overachievers
- Providing support and effective management of underperformance
- Performance reviews
- Understanding and managing demand and capacity/resources.
- Setting business, departmental and personal objectives.
- Ensuring quality standards are met and improving where required.
- Develop communication and collaboration with colleagues and customers within the team.
- Timely reporting of progress on service desk issues and escalation to 2nd Line as required.

**You will suit the role if you have**:

- Demonstrable knowledge or experience in a leadership role in Technical Support, Service Desk and/ or an IT Team.
- Experience working with IT infrastructure including Active Directory permissions, security, desktops, firewalls, and peripheral equipment such as printers and mobile devices.
- Strong problem-solving and troubleshooting skills in order to act as an escalation point for Engineers.
- Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels.
- Excellent time management, planning and organisational skills to manage and prioritise own tasks and service desk issues in order to manage a diverse workload, exceed customer expectations and deliver results within agreed SLAs.

It is an excellent opportunity to build on your technical skillset. Ideally, you’ll have a previous working knowledge of the following: Windows operating systems, Active Directory, SCCM, Exchange and Office 365.

**Our values**

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

**Salary**

Starting salary £25k to £35k per annum (depending on experience)

**Benefits**

Here at Aspire, we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart - we strive to look after our people in the best way we can
- Travel benefits include free parking, subsidized travel passes and much more
- Health Cash Plan
- Cycle to Work Scheme
- Network Benefits
- Employee Assistance Program
- Enhanced Annual Leave Entitlement (increasing with length of service)
- Enhanced Maternity, Paternity and Parental Schemes
- Enhanced Pension Scheme
- Tech Purchase Scheme
- Electric Vehicle Salary Sacrifice Scheme
- Employee referral scheme
- New business referral scheme
- Discounted Gym Membership
- Life Assurance and Critical Illness cover

**Location and Working Arrangements**

You will be based at Aspire’s Gateshead Head Office with travel as required.

**Hours of Work**

Full-time (37.5 hours per week), Monday to Friday.

**Equality, Inclusion and Diversity at Aspire**

Aspire is an equal-opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

**Interview Process**

We generally conduct interviews in three stages, lasting approximately 2-3 weeks depending on everyone’s calendars.

**#AspireForMore

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