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Hours: Afternoon/Evenings

Summary:

Are you a natural leader with a passion for motivating and developing a team? Do you thrive in a dynamic, fast-paced environment, and enjoy being the go-to person for problem-solving and support escalation? We are looking for an enthusiastic First-Line Support Team Leader to lead and inspire our team of support engineers, ensuring they provide exceptional service while driving continuous improvement.

Key Responsibilities:

Oversee daily operations of the first-line support team, ensuring SLAs are consistently met and tickets are managed effectively and efficiently.

Be the main point of escalation for complex support issues, ensuring customer concerns are addressed promptly and professionally.

Lead, mentor, and motivate the first-line support engineers to foster a positive, collaborative, and high-performance team culture.

Deliver engaging training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best.

Participate in the management on-call rota, handling first-line HR-related matters.

Manage team rotas, including the coordination of sickness and holiday requests, ensuring optimal staffing levels.

Continuously identify and implement process improvements to enhance team efficiency, quality of support, and customer satisfaction.
Provide hands-on support for customer issues when needed, stepping in to resolve escalated or complex cases.

Support the professional development of team members through regular coaching, feedback, and performance reviews, helping them to grow and reach their career goals.

Ideal Candidate:

Previous experience in telecom/broadband support is highly desirable.

Proven experience in a busy technical support environment, with a focus on leading or managing teams.

Strong leadership skills with the ability to inspire, motivate, and manage a team effectively.

A people person with excellent interpersonal skills and the ability to build and maintain positive relationships with team members.

Skilled in providing constructive feedback, conducting performance reviews, and supporting team members' professional growth.

Basic knowledge of switching infrastructure, LAN/WAN technologies, and operating systems (Windows, Mac, Linux).

A proactive problem-solver who thrives under pressure and is comfortable being the main point of escalation for complex support issues.

What We Offer:

Hybrid working (2 days working from home each week)

Westfield Health Benefits

33 days of annual leave

Paid day off for your birthday

Option to buy and sell holidays

Additional perks, including mortgage advice and childcare vouchers

At Adept Resourcing - Commercial & Engineering, we specialise in connecting companies with top talent that drives innovation, growth and success. With our industry expertise, extensive network and personalised approach, we're here to help you