1st Line Support Team Leader

Are you an experienced Technical Support Team Lead with a passion for customer service?

Our client is a rapidly growing healthcare organisation committed to improving the patient journey through innovative technology solutions. Their vision is to revolutionise healthcare delivery by leveraging cutting-edge IT Technology and processes.

As 1st Line Support Team Lead, you will play a pivotal role in ensuring exceptional customer service and efficient problem resolution. You'll lead and manage a team of talented 1st Line IT engineers and resolve technical issues related to the internally developed software.

Responsibilities

Leadership: Lead, mentor and coach a team of 1st Line engineers and foster a collaborative team environment.

Technical Guidance: Utilise your strong technical skills to support the team in troubleshooting technical issues.

Customer Service Excellence: Ensure excellent customer service by addressing inquiries promptly, resolving issues effectively and maintaining positive relationships with clients.

Problem Resolution: Act as the escalation point for complex technical problems, ensuring timely resolution and minimising impact on end-users.

Communication: You must have the abaility to communticate effectively, provide feedback and collaborate with cross-functional teams.

Essential Requirements

You must have:

- Previous experience working with SLA's and KPI's

- Previous experience managing a team

- Strong Communication and Problem Solving Skills

- Strong technical knowledge and be able to provide fixes to Winows OS, databases, Hardware and Networks.

- Previous experience working with ticketing systems and customer support tools

Exciting Growth: Be part of an organisation that's expanding rapidly and making a real impact in healthcare.

Collaborative Environment: Join a supportive team that values innovation and teamwork.

The role requires the successful candidate to work in Newcastle Upon-Tyne on a regular basis. If you're passionate about healthcare and Technical Support we'd love to hear from you!