First Line Team Leader - Sheffield, United Kingdom - ASK4 Ltd

ASK4 Ltd

Verified Company

Sheffield, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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Are you a first line engineer looking for the next step in your career?_
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Do you have leadership skills that you could bring to a growing busy team?_
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Are you ready for your first steps into management?_
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Interested? We thought you would be_

This is permanent Hybrid Position based out the Sheffield Head Office._

From Internet connectivity and smart building technology, to IT and data centre services, ASK4's solutions bring buildings to life.

Working with clients across student housing, build to rent, later living and other sectors, we ensure that people are able to live life and work productively.

Joining our team, you'll work as part of the Servicing team providing leadership and support to our First Line Engineers.

It is important that as team leader you advocate a collaborative working ethos, working with ASK4 colleagues as a cohesive unit.

What you'll be doing:

Working with the support management team to ensure the smooth running of the Service desk day to day.
Escalating tickets to the correct departments internally.
Working with stakeholders across the business to advocate for the customer and supporting the First Line Engineers to do the same.
Close oversight for all tickets at First Line and helping with escalation to Second Line if necessary.
Distributing tickets for individual teams' tickets, and tickets with no team plus failover support for other teams when needed
Active work on tickets that "need work now" for First Line and keeping an eye out for tickets to ensure they are within agreed service level agreement.
Line management of the First Line Engineering team, 121's, absence management, performance management etc
Putting together training requirements as part of the development of First Line engineers and insuring the continual improvement and further training of existing team members.
Adherence and meeting of targeted metrics around tickets, SLAs, Meeting first response time, stagnant tickets and customer satisfaction.
A background in first line IT support is essential.
Leadership experience or extensive technical knowledge would be advantageous.
Strong written and verbal communication skills.
Data input and analysis skills.