3rd Line Team Leader

3rd Line Team Leader
 
Location: London (Hybrid Working)
Salary: £50,000 - £55,000
Benefits: 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 do

• Lead 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 ensure a seamless customer experience.
• Conduct regular one-to-one meetings, performance reviews and onboarding for new team members.
• Monitor KPIs, workload and team performance while supporting resource planning.

You''ll spend your time balancing hands-on technical work with team leadership, ensuring both your own ticket queue and your team''s workload are delivered to the highest standards.
 
What we''re looking for

• Proven experience as a hands-on 3rd Line Team Leader or Senior Engineer within an MSP environment.
• Strong experience supporting complex Microsoft infrastructure, Microsoft 365, Azure and modern workplace technologies.
• Excellent networking, cloud and cybersecurity knowledge.
• Experience managing complex technical escalations within SLA-driven environments.
• Previous experience mentoring or leading a small team of technical engineers.
• Strong troubleshooting, communication and customer management skills.
• A proactive approach to continuous improvement, automation and knowledge sharing.
• An interest in emerging technologies, including AI, with a commitment to continual learning.

The ideal candidate is someone who enjoys remaining technically hands-on while leading by example, supporting a small team of engineers and driving exceptional service delivery within a fast-paced MSP environment.
 
Why join?

• Lead a skilled team while remaining technically hands-on.
• Work with modern Microsoft, cloud and cybersecurity technologies.
• Join a growing managed services business with genuine career progression opportunities.
• Hybrid working following successful probation.
• Ongoing technical training and professional development.

Apply now to lead a talented 3rd Line team while continuing to solve complex technical challenges.

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