Job Title: 1st Line Support Team Leader Location: Sheffield (Hybrid - 3 days office / 2 days remote) Salary: Up to 35,000 Employment Type: Full Time, PermanentAbout the Role:We are seeking a motivated and experienced 1st Line Support Team Leader to join a growing Managed Service Provider (MSP) based in Sheffield. This is a hybrid role offering the opportunity to combine hands-on technical support with team leadership and operational responsibilities.You''ll lead a small, dynamic team providing exceptional 1st line IT support to a diverse customer base, ensuring high standards of service delivery while supporting internal process improvements. The role includes overseeing ticket progression, managing performance, and handling technical escalations to 2nd/3rd line teams.Key Responsibilities:Team Leadership and ManagementLead and mentor a team of 1st Line Support Technicians, ensuring effective daily operations and positive team morale.Conduct regular 1-to-1s, probation reviews, and performance appraisals.Manage team rotas, absence/holiday tracking, and provide return-to-work support.Monitor KPIs and SLAs, ensuring team targets are met and service quality remains high.Identify and implement team training needs to support ongoing development.Escalate staffing or performance concerns to senior management as needed.Service Desk and Operational ResponsibilitiesOversee day-to-day ticket queues, ensuring timely and accurate resolution of incidents and requests.Ensure adherence to inci