> Markdown version of [/jobs/ext/2786085-it-engineer-1st-line-team-lead](https://www.wearedevelopers.com/jobs/ext/2786085-it-engineer-1st-line-team-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Engineer 1st Line Team Lead - **Company:** Jisc - **Location:** Stoke Gifford, UK (Remote available) - **Experience:** Expert - **Salary:** £33,000.0 - **Contract:** Permanent contract - **Skills:** HR Software, Information Technology, Microsoft Dynamics 365 Finance & Operations - **Published:** September 8, 2026 - **Apply:** https://www.collegerecruiter.com/job/2845332363-it-engineer-1st-line-team-lead ## About the Role We're looking for someone who brings strong people skills, a customer first mindset, and solid technical understanding. You'll ideally have experience across the following areas, * Proven experience leading or mentoring a team in a customer focused environment * Background in a customer facing role with strong communication skills * Experience handling basic commercial or administrative tasks * Ability to motivate and guide a team in a hybrid working environment * Understanding of common end-user devices, operating systems, and workplace technologies, * Broader capability across all foundational requirements * Demonstrated delivery of 15+ outcomes from the role's key deliverables * Handson experience installing and configuring IT hardware and software * Proficiency using an ITSM (IT Service Management) platform * Experience with electronic record and information management systems, such as: * HR systems * Asset management tools * P2P / D365 finance systems * Ability to deliver all remaining outputs aligned to the role's key deliverables * Understanding of core networking concepts, including firewalls, routers, and switches ## Description In this blended role-split 50% team leadership and 50% technical support-you will ensure the smooth and efficient delivery of first line IT services. As the first point of contact for users, you and your team will diagnose faults, resolve incidents, and support installation and maintenance across core IT and videoconferencing technologies., In this dual focus position-50% leadership & commercial oversight / 50% technical support-you will ensure high-quality service delivery, smooth ticket management, and a customer centric culture within the team. * Lead, motivate, and support the 1st Line Service Desk team, creating a positive and customer focused environment * Track and analyse performance against SLAs and KPIs, offering coaching and constructive feedback * Serve as an escalation point for complex or high priority incidents * Collaborate with 2nd Line and other IT teams to ensure smooth, joined up service delivery * Carry out quarterly reviews against agreed OKRs * Oversee commercial processes including procure to pay, raising purchase orders, and goods receipting 1st Line Technical Support (50%) * Manage and triage all incoming tickets via the ITSM platform * Accurately identify, categorise, prioritise, diagnose, and progress Incidents and Service Requests * Communicate clearly and professionally with users throughout the ticket lifecycle * Provide technical and administrative coordination to ensure service continuity * Diagnose and resolve first line incidents and service requests * Develop technical skills through training, documentation, and hands on experience * Apply strong analytical thinking to assess issues and identify effective solutions * Deliver excellent customer service-putting users at the heart of every interaction * Install and configure software and hardware according to defined standards * Contribute to our IT knowledge base by documenting solutions and processes ## Related Videos - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Get Your Stack Together: Building the Right Recruiting Tech](https://www.wearedevelopers.com/videos/1295-get-your-stack-together-building-the-right-recruiting-tech) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)