Current Vacancy: 1st Line Team Leader

Due to our continued growth, we are looking for an experienced 1^st Line Team Leader to join our World Class Service Desk Team. Established for 30 years with an outstanding reputation, we are a friendly, successful and ambitious company.  Now is the perfect time to join us and be a part of our next chapter and continued success. 

Working as a 1^st Line Team Leader from our smart modern offices with breakout and recreational areas including a pool table, this is a fantastic opportunity for someone who is customer-focused, technical and has excellent communication skills looking to further their career and thrive in an enjoyable working environment.  We are passionate about cultivating a fun and rewarding environment where our people are looked after while providing a framework and incentives to enable everyone to fulfil their potential.

As part of our dedicated Service Desk, you will work closely with the team supporting and helping them to succeed. 

What you’ll be doing

Lead and inspire

• Guide and mentor a talented team of engineers, managing clear goals and supporting their growth.
• Foster a collaborative, motivated environment where everyone can thrive.
• Conduct regular 1-2-1s and helping your team reach their full potential.

Be the go-to expert

• Act as the escalation point for first line challenges, providing hands-on support and guidance.
• The First Line Team Leader role will combine technical expertise with leadership responsibilities, with roughly two-thirds focused on hands-on technical support and one-third dedicated to guiding, mentoring, and developing the team
• Drive root cause analysis and ensure knowledge is shared for future success.

Champion service excellence

• Identify opportunities to optimise, automate, and enhance our service desk and IT infrastructure.
• Keep customer satisfaction and operational effectiveness at the heart of everything you do.
• Stay ahead of the curve with industry best practices and emerging technologies.

Technical toolkit

• Support and troubleshoot Microsoft technologies (Windows OS, Office 365, Active Directory and Server OS).
• Provide support for hardware, end-user devices, and peripherals.
• Use service management tools to keep everything running smoothly.

What will you bring to the table? 

• Ideally with previous team leader experience, as a minimum exhibits leadership qualities, a positive attitude, initiative and composure under pressure; an effective team player who is passionate and motivating.
• First or Second line technical background across Microsoft infrastructure and services.
• Excellent problem-solving skills and a calm approach to escalations.
• Confident communicator, able to engage with internal and external stakeholders at all levels.
• Experience adhering SLAs, KPIs, and driving service improvements.
• Relevant certifications (Microsoft, ITIL, CompTIA) are a plus, but not essential.

Your responsibilities

• Lead the 1st line team, championing our values and culture.
• Arrange and attend customer site visits when required.
• Contribute to service desk documentation and process improvement.
• Be the escalation point for customers and colleagues alike.
• Drive team performance, focusing on efficiency and customer service.
• Run regular 1-2-1s and participate in weekly service meetings.
• Continually promote and improve our service desk processes and procedures.

The nitty gritty details

• Base Salary: £32,000 – £35,000
• Office based, 26 days holiday, strong culture of growth & innovation.
• Our working hours are 8:30 – 5:30 Monday to Friday. We may ask you to be flexible on this, but we do pay overtime.

What’s in it for you?

We are passionate about cultivating a fun and rewarding environment where our team is looked after while providing a framework and incentives to enable everyone to fulfil their potential.

Apply now

If you like the sound of us and the job, please drop us a message and your CV to jobs@select-technology.co.uk

We can’t wait to hear from you! We’re dedicated to building teams as diverse as our customers and we encourage candidates of all backgrounds to apply. If you require accommodations or have questions at any point during the application or interview process, just let us know.