1st Line IT Support Team Leader

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

Job Summary

Key Accountabilities

Responsible for the overall management of the Service Desk Support Team guiding engineers in resolution of incidents and the following of processes. To contribute to delivering effective IT services to all customers.

About you:

Reporting & Compliance

• Produce regular incident and team performance reports to identify trends and drive improvements within the 1st line support team and individual team members.

• Ensure compliance with data security and privacy standards, maintaining adherence to industry best practices.

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Team Leadership & Performance Management

• Delegate tasks effectively within the IT team to optimise productivity.

• Monitor team performance, provide ongoing guidance, coaching, and motivation to achieve SLA targets.

• Stay updated on industry trends to enhance team capabilities and drive continuous improvement.

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Service Availability & Operational Efficiency

• Ensure infrastructure services remain available during core operational hours within areas of responsibility.

• Work in alignment with Service Level Agreements (SLAs), ensuring that all contractual and operational targets are met.

• Follow established processes and procedures for problem resolution and major incident management.

• Handle priority one incidents, escalating them immediately to management, acting as the primary contact when required.

• Take ownership of recurring incidents, implementing long-term solutions to prevent future disruptions.

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Service Delivery & Continuous Improvement

• Benchmark, analyse, and report on IT service delivery performance, making recommendations for improvements and growth within Evolve and its customer base.

• Stay up to date with ITIL best practices, service industry developments, and emerging technologies to enhance service delivery.

• Clearly communicate Evolve’s service requirements to peers, direct reports, and stakeholders.

• Assist in the implementation of IT policies and procedures, particularly those related to service provision, ensuring compliance and efficiency.

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Qualifications, Skills & Experience:

Essential

• University degree or college diploma in the field of computer science or three years’ equivalent work experience. ​

• Good knowledge of service and application delivery, as well as successful service level agreement accomplishments. ​

• Understanding and preferable experience of ITIL processes and service delivery software is advantageous ​

• A very analytical mind, able to tackle a problem from different angles and make decisions quickly ​

• Strong communication and negotiation skills ​

• Advantageous to have good understanding and experience of project management principles. ​

• Good written and oral communication skills. ​

• Excellent interpersonal skills. ​

• Ability to prioritise and execute tasks in a high-pressure environment and make sound decisions in emergency situations. ​

• Ability to present ideas in business-friendly and user-friendly language. ​

• Highly self-motivated and directed. ​

• Keen attention to detail. ​

• Proven analytical, evaluative, and problem-solving abilities. ​

• Ability to effectively prioritise and execute tasks in a high-pressure environment. ​

• Exceptional customer service orientation. ​

• Extensive experience working in a team-oriented, collaborative environment. ​

• Good understanding of the organisation’s goals and objectives. ​

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

To find out more information about what its like to work for us and our benefits, visit www.evolvebg.co.uk/careers/

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Evolve is an Equal Opportunity Employer