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1st Line Support Team Leader

Please Note: The application deadline for this job has now passed.

Role Responsibility

The Role

To ensure the effective and efficient provision of first line IT support for customers by supervising a team of analysts, managing workflow in a structured Service Desk environment and assisting with the everyday workloads.

Key Duties

  • Plan and evaluate the work of the team to ensure the most effective overall use of resources. Manage and provide day-to-day development of the team in order to ensure a fully motivated and professional workforce to meet the business objectives.
  • Ensure excellent levels of customer service to customers at all times, instilling a customer service ethos throughout the team. Ensure that procedures and working practices are regularly reviewed and updated and the central knowledge base is effectively maintained. Ensure that all complaints are identified promptly. Maintain awareness of overall goals and objectives and ensure the service provided is aligned to the needs of the business. Recognise and act upon opportunities to improve the service based on business need.
  • Regularly monitor the status and speed of resolution of enquiries and incidents; is pro-active in devising improvements and recommending changes to systems, products or services. Working with other teams, proactively monitor call queues and provide resource as appropriate to assist teams to reduce waiting times for customers, seeking to increase the scope of 1st line to maximise the number of calls closed at first point of contact.
  • Provide 1st line support to customers as part of the 1st line service desk team.

What Cantium can offer you

  • Minimum of 33 days holiday (inc. bank holidays)
  • Generous contributory pension scheme.
  • People focused culture with great communication and development opportunities.
  • A wide range of workplace wellbeing services.
  • Electric Car Scheme.
  • Employee shopping discount scheme.

We recognise that work isn't just somewhere you go for a set number of hours. Work is something we do. “Cantium Working” is our vision of the behaviours and attitudes inherent in ‘agile’ working. As a business we are committed to providing a flexible approach to when, where and how our staff work. Cantium working enables you to work in the way which best balances personal and work life – helping you achieve a great work life balance.

Contact Details

For further information please contact

HR Connect

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