Job Title: 1st Line Support Team LeaderLocation: Near Southend-on-Sea, Essex (Office-Based)Salary: Up to 35,000 per annumHours: Full-TimeAre you an experienced IT support professional with strong leadership skills and a passion for delivering top-tier customer service? We''re working with a well-established organisation based near Southend-on-Sea to recruit a 1st Line Support Team Leader to lead and empower their customer support team.This is an exciting opportunity for someone ready to step into a hands-on leadership role-helping shape and refine the 1st Line function while driving service excellence and continuous improvement.1st Line Support Team LeaderAs the 1st Line Support Team Leader, you''ll take charge of the day-to-day performance of the 1st Line Customer Support Team. Your focus will be ensuring service levels and KPIs are consistently achieved while delivering an exceptional customer experience. You''ll play a key role in setting SLAs, coaching the team, and analysing performance data to drive meaningful improvements.Key ResponsibilitiesLead, manage, and motivate the 1st Line Support Team to consistently meet service levels and performance targets.Set, monitor, and refine SLAs and KPIs, ensuring a clear and accountable service delivery framework.Use service data and trends to identify areas for improvement and implement practical, scalable solutions.Support customer satisfaction initiatives, contributing to performance in CSAT and NPS scores.Oversee the creation ..... full job details .....