Commercial Services Group is recruiting an ICT 1st Line Team Leader on behalf of Cantium Business Solutions, which is part of Commercial Services Group.

Salary: £28,925 – £32,000 per annum
Brand: Cantium Business Solutions
Location: Kings Hill

The Role
Cantium are looking for an IT 1st Line Team Leader to lead our team of 1st Line Support Analysts. The candidate will ensure the effective and efficient provision of the 1st Line Support for customers by supervising the team, managing the work flow of the department and analysts in a structured environment and assisting with the everyday workload.

This is a hybrid working role where the ideal candidate would be working from our Kent based offices 3 days per week therefore please consider this before making your application.

Key Duties

To plan and evaluate the work of the 1st Line Team to ensure effective use of resources and manage the day-to-day development of the team in order to ensure a fully motivated and professional workforce to meet the business objectives

Ensure that all requests from our customers are handled promptly within our Service Level Agreements and ensure that priority setting and escalation procedures are applied and requests that cannot be resolved are escalated promptly to the appropriate team

Review and assess individuals performance and behaviours through regular one to one meetings and appraisals. Chair monthly meetings as required and create an environment which encourages individuals to participate, share information and knowledge. Assist with the recruitment and induction process for the 1st Line Analysts

Regularly monitor the status and speed of resolution time of enquires and incidents and is proactive in devising improvements and recommending changes to systems, products or services. Working with the other teams and proactively monitor call ques and provide resource where appropriate to reduce waiting times for customers and seek to increase the number of calls closed at first point of contact

Liaise with Managers to ensure that call expectations are dealt with quickly and effectively and act as a senior point of contact in the event of high priority calls and major incidents
What we need from you

Experience working in an IT Service Desk environment

Team Leader capabilities, providing direction, escalation and managing major incidents

Good knowledge of Microsoft Office

Good knowledge of Microsoft Operating Systems to undertake routine basic tasks

Basic understanding of computer networking to identify common issues

Ability to learn new software/hardware in depth quickly by taking responsibility for own development and improvement
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.
Cantium Business Solutions is a back-office services provider established by Kent County Council. They partner with local government, education and private sectors to understand their business needs and challenges and provide tailored solutions. Their focus on insight and collaboration ensures that they remain connected to these organisations to enhance their key business priorities such as such as IT strategy and architecture, project management and fully managed IT services.

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