First Response Team Lead – Initially office-based and then Hybrid
What’s this role about?
As a First Response Team Lead, you will be responsible for leading, mentoring, and developing a team of First Responder engineers who proactively manage and troubleshoot issues for the end customers of our MSP partners. You will use your expertise and leadership skills to ensure high-quality service delivery within a fast-paced environment.
In addition to providing technical and supportive guidance, you will drive team performance, support career development, and act as a key escalation point for complex issues. You will play a critical role in maintaining service standards and improving processes while fostering a positive and collaborative team culture.
What will I get up to day to day?
You will be responsible for overseeing the delivery of First Responder IT support services to the customer base of our MSP partners while ensuring efficient escalation pathways and maintaining excellent customer satisfaction.
Your everyday focus will include:
Leading and supporting a team of First Responder engineers, ensuring performance targets and SLAs are met.
Acting as the primary escalation point for technical issues requiring additional expertise.
Coaching and mentoring team members to improve technical and customer service skills.
Monitoring ticket queues and workload distribution using our PSA platform.
Troubleshooting and supporting a range of technical issues experienced by clients, including:
Driving continuous improvement of support processes and documentation.
Collaborating with senior engineers and management to improve service delivery.
Ensuring escalations are handled efficiently and communicated clearly.
Being a people person, delivering support and leadership in a friendly and positive manner.
Demonstrating excellent communication skills, both verbally and in writing.
What gets me the competitive edge?
Passion for technology, leadership, and team development.
Experience leading or mentoring a technical support team.
Experience working for a managed service provider.
Strong knowledge of Autotask RMM or PSA platforms.
Proven ability to manage workloads, prioritise tasks, and meet SLAs.
Strong problem-solving and decision-making skills.
