Help Desk Line Manager

Help Desk Line Manager

SA1 Solutions Ltd

Location: Gorseinon

Salary: £27,000

Position: Full-time

About SA1:

SA1 Solutions is a leading Managed Service Provider based in South Wales offering services to over 100+ customers across the UK. We help clients improve their business and individual performance by providing professional well-managed IT infrastructure. We have a skilled and motivated team with years of experience, we pride ourselves on our professional jargon free approach to IT Services.

We are a complete outsourcing solution that creates bespoke packages tailored to our customers’ needs. We are also extremely flexible and capable of acting as a client’s IT department or we can supplement an existing in-house IT function. Our offering covers IT Services such as cloud computing, storage, backup, antivirus, telephony and broadband, as well as IT infrastructure solutions such as networking, data archiving, security and much more.

Principal Duties and Responsibilities of the 1st/2nd Line Team:

  • Management of the first line engineers, lead and develop team.
  • Prioritising support tickets, maintaining SLAs are met.
  • Overseeing the allocation of tickets to first line engineers.
  • Assisting first line engineers with more complex enquiries or issues.
  • Implement solutions to improve current processes.
  • Identify emerging issues and resolve them promptly.
  • Ensure the team is aware of the latest products, technical updates, and software.
  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners
  • Planning and undertaking scheduled maintenance upgrades.
  • Talking to clients and computer users to determine the nature of problems
    responding to breakdowns.
  • Provide onsite assistance where and when required.
  • Investigating, diagnosing, and solving computer software and hardware faults
  • Repairing equipment and replacing parts
  • Liaising with 3rd party IT providers on behalf of our customers.
  • Ensure accurate and timely resolution of all assigned issues. Escalate unresolvable cases.
  • Troubleshoot and provide solutions to end user requests or problems submitted by phone, email, or chat.
  • Perform post solution follow up to ensure end user satisfaction.
  • VPN Management.
  • Supporting the Group IT team on other projects as needed.
  • Accurately document all work performed through ticketing system including details and outcomes.

Key Skills

  • Technical skills
  • Organisational skills
  • Interpersonal skills
  • Communication skills
  • Patience
  • A meticulous and methodical nature
  • A logical mind with good fault-finding practices
  • Capable of working well under pressure
  • Enthusiasm to be continually learning.

Desired Skills:

  • Experience supporting the Microsoft 365 Platform.
  • Microsoft Certifications

Training packages are provided for all employees, this will include Microsoft Certifications.

Technical Areas that SA1 Operate in

Experience in these areas is required

  • Microsoft client operating systems
  • Microsoft server operating systems
  • Microsoft SQL (Desirable but not essential)
  • Troubleshooting advanced and technical IT problems involving multiple devices and/or technologies
  • Excellent working knowledge of routers, firewalls, switching and subnets
  • Remote Desktop Services or similar technologies (desirable but not essential)
  • Hyper-V or similar technologies (desirable but not essential)
  • Deployment, administration, and support of Office 365 services
  • VoIP Services and Technologies (desirable but not essential).

Further Requirements

  • Full clean UK driver’s license
  • Approx. 3 years working in similar environment


9 Day working fortnight.

Enhanced Pension


Equivalent of 22 days holidays plus Bank Holidays.

Apply here!

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