Commercial
1st Line Team Leader
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1st Line Team Leader
As the 1st Line Team Leader, you will manage our 1st Line Helpdesk and report directly to the Network Operations Centre Manager. The ideal candidate will be a dedicated individual with a desire to deliver high-quality service to both internal and external customers alike. The candidate must have a strong technical background, and ideally previous Team Leader / Management experience, so that they can build the respect of a talented team of IT engineers.
Responsibilities
- Lead the 1st Line team, performing line management responsibilities such as KPI and Objective setting, holiday approvals, training plan creation etc
- Oversee SLA attainment and ensure adherence to our customers contractual obligations
- Track update and resolve all assigned incidents through our IT Service Management Platform, ensuring that documentation is thorough, correct and meets our high standards of quality.
- Modify and create knowledge base articles or ‘Quick Reference Guides’ to assist colleagues with investigating similar issues.
- Train and develop your team to ensure that you have the necessary skillsets within your team to provide the highest standards of technical support and customer service.
- Work within the 1st Line Team to resolve customer issues remotely via telephone, email, and remote support sessions.
- Function as a point of escalation for the 1st Line Team as well as off-site support staff, and provide assistance with helpdesk tickets where possible, escalating further as required.
- Properly escalate incidents in a timely manner adhering to support guidelines and procedures.
- Work with off-site support staff to promote a seamless and collaborative support service.
- Develop and promote a proactive ‘can do’ culture within the department.
- Ensure support services are delivered within an ITIL framework and aligned to industry best practice.
- Build and maintain strong relationships with internal and external stakeholders to build confidence and promote NOC services.
- Ensure that service metrics and good data quality is maintained to enable accurate reporting.
- Handle difficult calls and resolve difficult customer situations through excellent communication and direct stakeholder engagement.
- Monitor performance of the team and staff, conducting performance reviews and providing feedback on areas of improvement
- Support Apprentice Team Leader to develop our apprentices and serve as a sounding board for specific problem-solving challenges, offering encouragement and support.
About You
- You will have previous Team Leader and/or management experience
- Ability to demonstrate a high level of accuracy and attention to detail.
- Excellent communication skills: both written and verbal.
- Exceptional customer service skills, delivering first class service to create ‘raving fans.
- A passion and enthusiasm for technology, service delivery, continual service improvement and customer satisfaction.
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You will also have experience with the technologies listed below, ideally with a Microsoft MCP (Windows Server 2016 and above, and hold either ILM level 3 or ITIL L4 Practitioner Certification):
- Windows Server (2016 & 2019)
- Active Directory, DHCP, DNS, Group Policy, WDS and WSUS
- VMware ESX/ESXi and vCenter
- Exchange and Office 365 (SharePoint, OneDrive etc)
- Veeam Backup & Replication
- Sophos Central Anti-Virus (On-Premises and Central)
- Basic TCP/IP, switching and routing.
- Firewall and VPN configuration
- Corporate wireless systems including Meru and Meraki
- Microsoft SCCM, InTune and AutoPilot
- Citrix XenDesktop including NetScaler.
- Two-factor authentication including Sliverfort, and Azure
- SAN Technologies
About Us
We’re Commercial – a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn’t just the numbers – it’s the people, the culture we’ve built, and the innovative spirit that drives us forward. As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.
We’re proud to be an award‑winning employer, having won our category at the Sunday Times Best Places to Work 2026, recognised as the Best Place to Work in the Business and Management Services industry. In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability. We’re #commercialbynature – a team driven by values, sustainability, and continuous improvement. And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you’ll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.
Our Benefits
We believe that people thrive when they feel truly valued and at Commercial, we make sure that happens every single day. When you join us, you’ll enjoy a desirable benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish in all areas of life. Here’s what you can look forward to:
- A base salary of up to £35,000 per annum
- An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs
- Hybrid working structure with the flexibility to work from home for part of the week
- A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
- An enhanced family leave package to support you and your growing family
- Life Assurance, offering peace of mind with cover equivalent to four times your salary
- Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
- Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
- Inclusive employee networking groups, with dedicated menopause and neurodiversity champions
- The Comm-Unity - employee representatives from across the business who give team members a voice and share ideas and feedback with the board each quarter
- Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!
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Training and Development
At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we’ll support you every step of the way by offering training and development opportunities for career growth.
Diversity & Inclusion
At Commercial, we believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard, and valued – no matter your background, belief, identity, or way of life. We’re proud to stand beside one another through life’s ups, downs, and everything in between. Our Diversity & Inclusion initiatives – including support around menopause, neurodiversity, mental health, and more – are just one of the ways we look out for each other and celebrate what makes us unique. We hire people, not checklists. So even if you don’t tick every box in the job description, we’d still love to hear from you. Your potential, passion and perspective might be exactly what we’re looking for! We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio-economic background. To learn more about who we are, our values, and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy https://commercial.co.uk/careers
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