S1 Team Lead (Manager) — First-Line Support & Client Experience

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
• The Ver2.0 scorecard is scored monthly and drives 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, professional, client-first tone always
• No ticket closes without clear notes and resolution steps
• No sloppy escalations - if S2/S3 can’t act, it wasn’t ready
• SOPs are followed; exceptions are documented and approved
• No hero culture: systems and standards win

30 / 60 / 90-Day Plan

Days 0-30: Stabilise the Queue + Enforce Standards

• Audit current backlog, top repeat issues, top clients generating noise
• Implement daily triage cadence + queue rules
• Publish S1 ticket hygiene standards (notes, comms, closure criteria)
• Define escalation criteria + escalation checklist into S2/S3
• Start weekly ticket QA sampling and coaching loop

Deliverables by Day 30:

• S1 Queue SOP + escalation checklist
• Scorecard live - monthly (Ver2.0)
• First measurable reduction in aged backlog

Days 31-60: Improve Quality and Throughput

• Improve first-contact resolution through playbooks and training
• Reduce repeat tickets by implementing fixes and user education
• Increase consistency of customer communication
• Tighten workload balancing and ownership

Deliverables by Day 60:

• Higher first-contact fix rate
• Lower repeat ticket trend
• Better client comms consistency

Days 61-90: Scale Predictability + Reduce Reactive Noise

• Mature knowledge base and SOP library
• Implement continuous improvement loop with S2/S3 (root-cause elimination)
• Ensure commercial hygiene: billable work flagged and handed to BU Sales Consultant cleanly
• Make S1 reporting reliable and forecastable

Deliverables by Day 90:

• Predictable S1 operations with clear improvements across the scorecard
• Reduced escalations due to better S1 resolution and cleaner escalations

Benefits

Earning Potential

Your income should grow when your performance drives operational excellence and client satisfaction.

We are looking for a strong operator who understands that consistency, leadership, and accountability create real business value.

This is how we do that at Ello:

• Competitive, market-related salary aligned to leadership level
• A role built around ownership, performance, and measurable outcomes
• Opportunity to grow your value as your impact on the business increases

Performance Recognition

Not just activity. Leadership, consistency, and results that the business can rely on.

At Ello Technology, we value people who bring structure, discipline, and calm execution to critical client-facing operations.

This is how we do that at Ello:

• We recognise strong operational leadership and team performance
• We value consistency, accountability, and follow-through
• We reward those who reduce noise, improve systems, and raise standards
• We make strong performance visible and appreciated

Career Growth

This should feel like a meaningful step into leadership, not just another technical role.

We are looking for someone who wants to grow into broader operational responsibility over time.

This is how we do that at Ello:

• Exposure to cross-BU operations and leadership collaboration
• Opportunity to grow into senior operations or broader leadership roles
• Increasing responsibility as systems mature and performance is proven
• A performance-led environment where strong leaders can rise

Coaching and Development

Good technicians solve problems. Great leaders build systems and people.

This role gives you the opportunity to grow as both a technical leader and an operational manager.

This is how we do that at Ello:

• Hands-on leadership experience with a real team
• Exposure to performance systems, scorecards, and operational structure
• Continuous improvement through real-world problem-solving
• Feedback that is direct, practical, and designed to help you lead better

Meaningful Work and Culture

High standards. Strong support. Real impact.

At Ello Technology, S1 is where client experience is won or lost. This role is critical to how customers experience our business every day.

This is how we do that at Ello:

• You directly influence client satisfaction and trust
• You build a team that delivers calm, consistent service
• You help reduce chaos and create predictable operations
• You operate in an environment where ownership and standards matter