Converge Technology Solutions UK: A Commitment to Inclusivity, Innovation, and Sustainability

Converge Technology Solutions UK, the trading names of Stone Technologies Limited based in Staffordshire, UK, designing industry specific IT solutions for each and every client. An IT reseller and IT manufacturer as well as having an award-winning IT recycling facility.

Standing out as an innovative, highly accredited market leader with exceptional employee engagement. Our core values are clear, with sustainability at the heart of our activities.

Inclusivity and Support: We believe that everyone is welcome and will always be supported in their career with us. We encourage our people to bring their authentic selves to work, ensuring that everyone has an equal opportunity to reach their full potential. Our Disability Confident Employer, Care Leaver Covenant and Foster Friendly accreditations are a testament to our commitment to these principles.

Nurturing Diversity: Our support for employees and embrace of diversity go beyond policies and procedures. We provide an environment that nurtures inclusivity and engagement. From comprehensive training programs and a wide variety of apprenticeships to opportunities for community support with up to three days a year to volunteer, we create a space where employees can thrive.

Sustainable Practices: Built around sustainable business methods and a true dedication to delivering the best possible service to our customers, we believe in our people to always work with integrity and continually innovate. We understand that taking inclusion and diversity seriously is imperative to living up to our values.

1st & 2nd Line Support Team Leader
Location: Customer Site – Hemel Hempstead
Department: Technology & Services
Hours: Full time, 37 hours 8:30-17:00 M-Th 8:30-16:30 F (1 hr break)

Join Our Technology & Services Team
We are seeking an experienced and customer-focused 1st & 2nd Line Support Team Leader to lead the delivery of IT support services at a customer site. This is an excellent opportunity for a technical support professional with leadership experience to take ownership of service delivery, team performance, and customer satisfaction within a fast-paced IT environment.
As the Team Leader, you will manage the day-to-day activities of the Service Desk team, act as the primary escalation point for technical issues, and build strong relationships with customer stakeholders to ensure an exceptional support experience.
Key Responsibilities

• Lead, motivate and develop a team of 1st and 2nd Line Support Engineers.
• Manage daily service desk operations and ensure support requests are handled effectively.
• Monitor team performance against SLAs, KPIs and customer expectations.
• Act as the escalation point for complex incidents and service issues.
• Conduct regular one-to-one meetings, performance reviews and coaching sessions.
• Ensure team training, development plans and skills matrices remain current.
• Produce service performance reports and identify opportunities for improvement.
• Build strong working relationships with customer stakeholders.
• Ensure all incidents, requests and escalations are managed professionally and within agreed service levels.
• Support continuous improvement initiatives to enhance service delivery and customer satisfaction.

About You
You will be a confident and approachable leader with a strong technical support background and a passion for delivering excellent customer service.
Essential Skills & Experience

• Previous experience leading or supervising an IT support team.
• Experience providing 1st and 2nd Line technical support.
• Strong knowledge of Microsoft Windows desktop operating systems.
• Excellent knowledge of Microsoft Office applications.
• Experience working within SLA-driven support environments.
• Strong troubleshooting, fault diagnosis and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to prioritise workloads and perform effectively under pressure.

Desirable

• Experience within a Managed Services environment.
• Knowledge of Microsoft Server environments.
• Relevant Microsoft or industry certifications.
• IT-related degree or equivalent qualification.

What You'll Bring

• Strong leadership and people management skills.
• A customer-first mindset.
• The ability to build trust and credibility with both customers and colleagues.
• A proactive approach to service improvement.
• A passion for developing and supporting team members.

What Success Looks Like

• High levels of customer satisfaction.
• Achievement of SLA and KPI targets.
• Effective incident resolution and escalation management.
• Strong team engagement and development.
• Continuous improvement of service quality and operational performance.

Why Join Us?

• Opportunity to lead a dedicated onsite support team.
• Work closely with a key customer in a business-critical environment.
• Ongoing training and professional development.
• Career progression opportunities within a growing technology organisation.
• Supportive and collaborative culture.

If you're an experienced IT Support Team Leader looking for your next challenge and enjoy working directly with customers to deliver exceptional service, we'd love to hear from you.

We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.

This document contains content generated with the assistance of AI. All outputs have been reviewed and validated by the author.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversity, and inclusion policy that support this approach.

To discuss any reasonable adjustment or request a paper based application form as an alternative, please contact People Operations on 08448 22 11 22 or alternatively email people.operationsUK@convergetp.co.uk

Agencies need not apply.