First Line Support Team Leader (Houghton) 2026/10/16 Reference Number FLTL1 Description Looking for a First line support team leader that will be responsible for resolving incidents, requests, events, backups and alerts from various polling and management tools that are logged, via telephonic troubleshooting or remote support. Manage staff in order to achieve SLA and OLA Requirements and adherence to Operational Level Agreements to maintain and improve customer experience and Service Level Agreements. Understand the Service Desk Application and be able to escalate or handle escalated calls for positive results. Manage Staff in Order to Achieve SLA and OLA Requirements Provide Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries. Assist With the Installation, Maintenance and Management of All Related Software and Hardware Adhere to the Relevant Policies and Procedures Create and Maintain Relevant Registers and Reports Provide Professional and Efficient Communication to All Internal and External Stakeholders Lead as an Ambassador and executor of Change Act as a change management agent in periods of change to ensure continuity to operations Manage the integration of Facilities and Infrastructure into a seamless end to end solution for customers Effectively communicate and embed new processes and procedures as they occur addressing or escalating matters / concerns to the SME's (subject matter experts) when required Facilitate the necessary presentations, workshops or forums to ensure consistent and accurate communication is given across one's centre/s Requirements 5 years proven experience in service delivery management, of which: 1 year in creating and implementing Service Operating Processes for technical teams to improve service delivery and 2 years' Desktop Support experience. Intermediate Microsoft Office knowledge (Microsoft Outlook, Word, Excel) Previous experience in: o

ISO 2000

Standard (Advantageous) o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc)(Advantageous)o Call centre experience (Advantageous) o Service Desk Application (Advantageous) 7 years' proven experience in service delivery management, of which: 2 years in creating and implementing Service Operating Processes for technical teams to improve service delivery and 3 years' Desktop Support experience. Advanced Microsoft Office knowledge (highly competent in Microsoft Outlook, Word, Excel) Previous Experience in: o

ISO 2000

Standard (Advantageous) o COBIT 5 (Advantageous) o Several customer management tools (ITSM, Remedy, Managed Engine, Service Manager, etc) (Advantageous) o Call centre experience (Advantageous) o Service Desk Application (Advantageous) Work Level Mid-Level Job Type Permanent Salary Market Related EE Position Yes Location Houghton