3rd Line Team Leader

3rd Line Team LeaderLocation: London (Hybrid Working)Salary: £50,000 - £55,000Benefits: Hybrid working, career development, technical training, leadership opportunities, growing business Our client, a leading managed IT services provider, is looking to appoint a hands-on 3rd Line Team Leader to lead a small team of experienced 3rd Line Engineers while remaining actively involved in resolving complex technical escalations. This is a true technical leadership role. You''ll continue to manage your own queue of 3rd Line support tickets, acting as the senior escalation point for complex customer issues, while coaching and supporting your team to deliver an exceptional customer experience. If you enjoy staying close to the technology while developing people, this role offers the best of both worlds. What you''ll doLead and mentor a small team of 3rd Line Escalation Engineers.Manage your own queue of complex 3rd Line support tickets and customer escalations.Act as the senior technical escalation point for high-priority incidents.Ensure tickets are managed within agreed SLAs and service standards.Carry out ticket quality audits and identify coaching and development opportunities.Keep customers informed throughout the lifecycle of their support requests.Create and maintain technical documentation and knowledge base articles.Drive service improvements through automation, scripting and process optimisation.Work closely with Service Desk, Procurement and Account Management teams to ..... full job details .....