S1 Team Lead; Manager — First-Line Support & Client

Position: S1 Team Lead (Manager) — First-Line Support & Client Experience
Job Description
S1 Team Lead (Manager) — First-Line Support & Client Experience
Role Purpose
Why S1 Exists

S1 exists to deliver a predictable, professional client experience through:

• Rapid response and triage
• High first-contact resolution
• Clean communication
• Disciplined escalation
• Stable day-to-day operations

S1 sets the tone for trust. Your job is to make S1 fast, calm, consistent, and measurable.

90-Day Mission
Definition of Done

By Day 90, S1 operates like a machine:

• Clear priorities, clean queues, visible workload
• Strong first-line resolution and fewer repeat tickets
• Consistent customer comms and satisfaction improvement
• Escalations into S2/S3 are clean and complete
• SOPs are used daily and audited
• Scoreboards run weekly and drive measurable improvements
• Commercial handoffs prevent missed billing and scope creep

Primary Outcomes
What Success Looks Like
Operational

• Reduced backlog and predictable ticket flow
• Faster resolution and improved first-contact fix rate
• Reduced repeat tickets and recurring noise

Client Experience

• Better communication, fewer “chasing” clients
• Higher CSAT/feedback scores (where measured)
• Clear expectation setting and follow-through

Cross-BU Performance

• Clean escalations with correct information and priority
• Better collaboration with S2 and S3, fewer bounce-backs

Commercial

• Accurate handoffs to BU Sales Consultant for billable work, projects, and upgrades
• Fewer missed billables caused by poor notes/scope/approval gaps

Key Responsibilities
Support Operations Leadership (Core)

• Own ticket queues: prioritisation, assignment, SLA discipline
• Ensure fast triage and correct categorisation
• Drive high first-contact resolution and reduce unnecessary escalations
• Identify common issues and implement fixes (scripts, SOP updates, user education)

Customer Communication Discipline (Core)

• Set and enforce standards for ticket updates and client messaging
• Ensure customers always know: what’s happening, by when, and what’s next
• Handle high-stakes customer escalations calmly and professionally

Escalation Hygiene into S2 / S3 (Core)

• Define S1→S2 and S1→S3 escalation criteria and required info checklist
• Ensure escalations include: context, troubleshooting done, logs/screenshots, urgency, business impact
• Prevent escalation ping-pong through clean ownership and documentation

SOP Creation and Enforcement (Non-Negotiable)

• Maintain S1 SOPs: onboarding/offboarding, password resets, email issues, printer/network basics, device setup, common app issues, remote tools, etc.
• Audit SOP compliance and correct behaviour quickly
• “Stop-the-line” rule: incomplete info = clarify before action

Quality Management and Continuous Improvement

• Run weekly ticket QA reviews (random sampling)
• Track repeat ticket patterns and drive root-cause prevention
• Partner with S2/S3 to eliminate recurring technical noise

People Leadership

• Set clear expectations and daily rhythm for the team
• Coach technicians on troubleshooting, communication, and ticket hygiene
• Run performance conversations when standards are missed
• Contribute to hiring and onboarding S1 techs where needed

Commercial Contribution (with BU Sales Consultant)

• Ensure billable work is flagged and scoped correctly
• Ensure notes and evidence are sufficient for quoting/invoicing
• Participate in BU planning where upgrades/projects emerge from support patterns

KPIs / Scorecard
Weekly + Monthly
Operational Performance

• Tickets opened vs closed (weekly throughput)
• Backlog size and ageing (0–2 days, 3–7 days, 8+ days)
• SLA compliance (response + resolution, where defined)
• First-contact resolution rate
• Average time to first response / average time to resolution

Quality & Customer Experience

• Ticket QA score (notes, comms, resolution steps)
• Repeat ticket rate (same issue, same user/client)
• CSAT score / customer feedback trend (if measured)
• Escalation “bounce-back” rate (S2/S3 returns due to poor info)

SOP and Documentation Compliance

• SOP compliance audit score
• Knowledge base updates shipped per month
• Onboarding/offboarding checklist compliance

Commercial Hygiene

• Billable opportunities flagged per week
• Missed-billing incidents due to poor S1 handoff (target: zero)
• Upgrade/project opportunities identified from recurring issues

Non-Negotiables
Behavioural Rules

• Calm,…