Position description, Customer Support Team Lead, Ledgerly
Job description template with a measure against every responsibility
A job description that lists duties without measures is an advertisement; one that says how each duty is measured is the document the review will use a year later. This one gives six responsibilities, each with its measure, splits essential from desirable criteria, and puts the conditions in a block so the ad can be cut from page one.
The document, page by page
Every page as it renders and as it prints, with nothing summarised. Read the wording before you reuse it.
Section by section
What each section is for, so you can keep the ones you need and drop the rest.
- Header block
- Title, department, reports to, six direct reports, band, date and version.
- Purpose
- One sentence saying why the role exists.
- Where the role sits
- A three level hierarchy diagram beside the purpose.
- Key responsibilities
- Six rows, each with what it involves and a measure.
- Selection criteria
- Five essential and three desirable, side by side.
- Conditions
- Salary band, hours, hybrid pattern, travel and probation.
- Competencies
- Judgement, communication, coaching and ownership, one line each.
- Approval
- Operations and people and culture sign, review dated in 12 months.
Essential versus desirable: criteria that do not exclude the right people
Every criterion in the essential column silently deletes applicants, so each one has to earn its place. Write essentials as evidence someone could show, two years leading a support or service team, a helpdesk tool at admin level, not as personality claims like passionate or driven that exclude nobody and predict nothing. Availability requirements belong in essentials when they are real, this role needs one late shift a week, because hiding them wastes everyone's interview. Move qualifications to desirable unless the law requires them; experience running a knowledge base and a second language make a candidate more useful here, but the team lead job can plainly be done without them, so they rank rather than gate.
How to adapt this document
For a casual retail role, availability becomes the first essential criterion, the measure column shifts to things a shift can show, till accuracy, stock counts, and the conditions block swaps the salary band for an hourly rate and a roster pattern. For a technical role, replace the criteria lists with a skills matrix, each skill rated required or preferred at a level, and keep one measure per responsibility even when the work is project shaped. For a volunteer role, the conditions block carries hours, support and expenses instead of pay, and the measures soften to commitments. The two page shape survives every variant: purpose, where the role sits, measured responsibilities, criteria, conditions, approval.
What makes this document work
Every responsibility carries a number
Quality is not a value statement here, it is CSAT at 85 percent or above; team performance is median first response under 4 hours. Because the measure sits in the third column of the responsibilities table, the annual review a year from now has something to review, and the candidate knows exactly what the job is judged on.
The hierarchy diagram answers the first question candidates ask
Head of operations, this role, six support specialists, three boxes beside the purpose sentence. Team size and reporting line are what every serious applicant wants before deciding whether to apply, and the diagram delivers both in a glance instead of burying them in a paragraph.
The conditions block carries the salary band
$92,000 to $105,000 sits in a labelled block with hours, hybrid pattern and probation. Publishing the band is the single line that halves unsuitable applications, because people who need more do not apply and people it suits do, and the block format means the job ad can be cut straight from page one.
Questions people ask
Should a job description include salary?
A band, yes. Candidates filter by salary before anything else, advertised bands draw more and better matched applications, and pay transparency rules in a growing list of jurisdictions require disclosure anyway. This example carries $92,000 to $105,000 in the conditions block rather than leaving it to the recruiter call.
How many responsibilities should a job description list?
Five to seven, each with a measure. This example has six. A list of fifteen duties describes everything the last person ever did and measures none of it; six responsibilities with numbers describe what the role is actually for, and anything else falls under the improvement line.
What is the difference between essential and desirable criteria?
Essential excludes: an applicant without it is not interviewed, so keep it to what the job genuinely cannot be done without, five items here. Desirable ranks: it separates two strong applicants without excluding either. Putting nice to haves in the essential column is how the right candidate never applies.
Job description, position description or job ad, what is the difference?
The first two are the same document under different names, this one. The ad is page one cut down: purpose, the responsibilities column, the salary band and the essential criteria, rewritten to sell. Keeping one source document means the ad, the interview questions and the review all describe the same job.
How often should a job description be reviewed?
Yearly at the review, and whenever the reporting line changes. This one states its own review date, 12 months out, in the approval section, and carries a version number in the header, so the copy in circulation is always identifiably the current one.
Can the job description be used in the employment contract?
Reference it, do not attach it. A contract that embeds the description freezes the duties, so every change needs a signed variation; a contract that references the current position description lets the role evolve. The employment contract example on this site shows the clause written that way.
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