Managed Services - First Line Support Team Lead

Managed Service First Line Support Team Leader About HSO: HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing worldclass, 24/7 proactive managed services to customers worldwide. As a full-service Microsoft Partner, we hold all six Microsoft Cloud Partner Program Solution Designations across Business Applications, Data AI, Digital App Innovation, Infrastructure, Modern Work, and Security. For over 21 years, we have been a proud member of Microsoft’s Inner Circle—an elite group representing the top 1% of global partners—and we are also recognised as a Microsoft FastTrack Partner, ensuring high quality implementations and successful adoption of Microsoft Cloud solutions.

At HSO, our people are our greatest asset. We are committed to employee wellbeing, professional growth, and creating an environment where everyone can thrive. Through the HSO Academy, we provide continuous training, certification, and career development opportunities.

Our comprehensive wellbeing offering includes Tonic Me, Care First, the Wellness Hub, and a network of trained Mental Health First Aiders. HSO’s Mental Health Policy promotes openness, early support, and the reduction of stigma around mental health and well - being. We focus on building a great place to work through trust, connection, fairness, and strong employee engagement.

Our aim is to create a supportive, psychologically safe environment where colleagues feel valued, empowered, and able to perform at their best. About Managed Services: HSO Managed Services helps customers get the most out of their Microsoft Application and Cloud environments by improving how they work, innovate and grow. We provide our customers with 24/7 management of their applications, Data AI and Azure platforms .

Our teams work globally to deliver real business impact, strengthening security, improving processes, speeding up innovation, and helping customers become more adaptable and competitive. At HSO, you’ll work with the latest Microsoft technologies, be part of a culture of continuous improvement, and play a key role in helping organisations support and transform their business. Purpose of the Role: The 1st Line Support Team Lead is a key role within the HSO Managed Services First Line team, responsible for the day-to-day management of the 1st line support function which is dedicated to a single customer.

This role combines frontline team leadership with direct customer accountability, ensuring that the customer’s retail store environments receive a high-quality, consistent, and responsive support service. As Team Lead, you will own the performance, welfare, and development of the first line support team, manage operational processes including rotas, escalations, and service reporting, and act as the primary point of contact between the customer and the HSO support team. You will drive a culture of continuous improvement, ensuring SLAs are met, service reviews are delivered, and both customer satisfaction and team wellbeing and performance remain at the forefront of everything you do.

The Team Lead holds direct responsibility for the performance , motivation, and engagement of each member of the team, ensuring fair management, regular appraisals, and genuine career development opportunities. You will publicly support the strategic direction of HSO, uphold the values of the business, and place our customers at the heart of everything you do This role is a Fixed term contract up to 12 months total, depending on start date. Details of this will be shared with you during your initial interview.

Key Responsibilities

: Reviewing each team member’s progression on an individual basis Manage team leave and absence requests, ensuring rota coverage is maintained at all times Authorise team timesheets in line with HSO processes Lead the daily team catchup meeting, presenting updates and managing the associated calendar invites Act as the fir