First Line Team Leader

Do you have leadership skills that you could bring to a growing busy team?
Do you have a passion for IT?
Do you have experience on a busy service desk?
Interested? We thought you would be!
This is a permanent position based out of the Sheffield Head Office.
ASK4 provides Internet connectivity, smart building technology, and expert IT support services. Our dedicated team provides managed IT solutions to clients in the UK and Europe, supporting various sectors like student housing, build-to-rent, and later living, ensuring operational teams can work effectively.
Working as part of our IT Solutions Team our First Line Team Leader will provide leadership and support to our First Line Engineers. This is a great opportunity to manage an industry leading IT service desk working with a variety of clients across different sectors. It is important that as team leader you advocate a collaborative working ethos, coaching and empowering the First Line Engineers.
What youll be doing:
Monitoring the ticket line queue for the First Line and helping with the escalation to the Second Line if necessary.
Monitoring the 'main' ticket queue for everyone and escalating to appropriate managers when needed.
Ensuring the team stay accountable with a customer first approach.
Monitoring and reporting on failovers to find out what happened and ensure continuous improvement within the service.
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" and keeping an eye out for tickets to ensure they are worked on within the agreed service level agreement.
Everyday line management of the team including logging absences, dealing with holiday requests or organising shifts.
Putting together training requirements as part of the development of Frst Line engineers and ensuring 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
Our ideal candidatewill:
Have a background in service desk IT support is essential.
Have line Manager or Team Leader experience
Have excellent working knowledge of operating systems including Microsoft Windows Server, and Active Directory and be confident using IT software including Office 365.
Have strong written and verbal communication skills.
Have data input and analysis skills.
Be required to work from our Sheffield Office 3-4 days a week.