Support Team Lead - First Response

Support Team Lead (First Response)

We are seeking a Support Team Lead (First Response) to oversee and motivate our frontline IT support team. This role is responsible for ensuring the delivery of high-quality technical support services, maintaining strong customer relationships, and driving operational efficiency. The Team Lead coordinates closely with internal teams and customers, acting as a central escalation point and championing continuous improvement within the support function.

Job Summary

The Support Team Lead manages the daily operations of the L1 and L2 support teams, ensuring the delivery of efficient, customer-focused IT support. This role provides technical and professional guidance, oversees performance and service quality, and collaborates with other departments to resolve issues and meet organisational objectives. The Team Lead is a mentor, problem-solver, and key contact for customers.

Key Responsibilities

Customer Service and Communication

• Serve as a primary customer contact, maintaining regular engagement with key client stakeholders.

• Ensure high levels of customer satisfaction through clear and proactive communication.

Team Leadership and Development

• Lead, coach, and support L1 and L2 engineers to deliver effective service and achieve performance targets.

• Motivate the team and promote a positive, collaborative work environment.

Recruitment and Onboarding

• Conduct interviews, participate in hiring decisions, and support onboarding for new team members.

Performance Management

• Conduct regular 1:1 meetings and performance reviews.

• Provide constructive feedback a
  

  https://www.executiveplacements.com/Jobs/S/Support-Tam-Lead-First-Response-1243307-Job-Search-11-29-2025-02-00-14-AM.asp?sid=gumtree