1st Line Team Lead

1 week ago

Bracknell, United Kingdom Midwich ltd Full time

Midwich Group is a specialist AV distributor to the trade market, with global operations in the UK and Ireland, EMEA, Asia Pacific and North America. The Group's long-standing relationships with over 500 vendors, including blue-chip organisations, supporta comprehensive product portfolio across major audio-visual categories such as displays, projectors, technical AV, broadcast, professional audio, lighting, and unified communications. The Group operates as the sole or largest in-country distributor for a numberof its vendors in their respective product sets.

**Job Summary**

Midwich are embarking on an ambitious digital transformation program, which includes the

global deployment of the Microsoft D365 ERP solution (CE/F&O/SCM) as well as a new group wide e-commerce platform. As part of this transformation program the IT team structure is being reviewed to ensure it has the appropriate level of skills/experienceand knowledge to support, maintain and develop the new services and solutions.

Due to these changes, we now have a fantastic opportunity to join our team reporting to the Group IT Service Manager, Midwich require a 1st Line Team Lead. The role holder is a member of a team responsible for delivering world class quality high level supportto Midwich Group’s user community as part of a virtual team and will contribute to the provision of optimum customer experience across the company.

As a 1st Line Team Lead, you will be responsible for the day to day management of the 1st Line IT Analyst team, providing 1st line technical support to users across multiple countries, conduct basic triage into user issues, suggest improvements to the userexperience, and liaise with other members of the IT service desk to ensure users are being kept informed through all stages of ticket resolution.

To be successful you will have a demonstrable experience in the below:

- 3+ years’ experience within an IT Service Desk or 2+ years’ experience as a Team Lead
- Secondary language, preferably French, Italian, or Spanish
- Background in customer service
- Relevant technical qualifications
- A willingness to undertake occasional travel as required, possibly including occasional internationally.

Personal Attributes:

- Pro-active and able to manage and prioritise workload
- Remains calm in challenging circumstances
- Strong customer service orientation
- Strong collaboration and teamwork
- Ability to mentor junior team members
- Excellent written and verbal communication skills with a strong customer focus
- Highly motivated and self-directed
- Strong interpersonal skills with ability to engage and build strong relationships with users
- Excellent multi-tasking skills with capability to adapt to rapidly changing environments
- Results oriented

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