First Line Team Leader

If you're an experienced technical support professional ready to take the next step into leadership — or looking to grow in a role where you can genuinely shape how a team performs — this could be the right move.

About the Role

Based at our Sheffield HQ, you'll lead a team of first-line internet support technicians who provide day-to-day support to our student and residential client base. You'll be the person who keeps things moving: managing the ticket queue, mentoring your team, owning the shift handover process, and stepping in when issues need extra attention. This is a role for someone who takes pride in service quality and knows that the best teams are built on clear expectations, regular feedback, and genuine investment in people's development.

You'll also work closely with the wider Customer Care management team to contribute to departmental strategy and continuous improvement — so there's scope to influence how things are done, not just execute on them.

Key Responsibilities

• Oversee day-to-day support desk operations, monitoring the ticket queue and ensuring SLAs are met
• Lead, mentor, and develop a team of first-line technicians through regular one-to-ones, coaching, and performance reviews
• Act as an escalation point for complex or high-priority tickets, coordinating with second-line teams where needed
• Deliver training on new products, tools, and processes to keep the team's skills current
• Manage rotas, sickness, and holiday within your team
• Participate in shift handover calls to ensure seamless continuity of service
• Identify and support improvements to workflows and processes
• Play a part in recruitment, helping to bring the right people into the team