1st Line Team Leader

Job Description

Core-Asset Consulting is working with a leading investment firm to recruit a 1st Line Team Leader in Newcastle. This is an excellent opportunity for an experienced service desk professional to take ownership of a high-performing frontline support function and play a key role in driving service excellence.

• Previous experience in line management within a service desk or IT support environment.
• Strong relationship management skills, particularly with third‑party suppliers.
• Demonstrated ability to maintain and deliver against SLAs.
• Solid understanding of problem management and service improvement.
• High level of technical expertise across common enterprise technologies, including Intune, Azure, Windows 11, 8x8.
• Ability to train, support and develop junior team members.
• Comfortable producing regular statistics and reporting for senior IT stakeholders.

• Lead, develop and manage the 1st Line Support team, fostering a positive and solutions‑focused culture.
• Provide hands‑on technical guidance and set standards for best practice across the service desk.
• Maintain effective relationships with third‑party suppliers to support timely issue resolution.
• Ensure SLAs and performance targets are monitored, met and continuously improved.
• Oversee problem management and contribute to long‑term service improvement.
• Spearhead the ongoing development of the service desk to ensure alignment with business requirements.
• Produce and present regular service performance statistics to senior IT leaders.

Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.

Job reference: 16308

To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.