Support Manager - 2nd Line

Technical Support Manager - 2nd Line 40 - 45k3 days in the officeDue to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers.Working along side the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service deliveryComing from a technical background yourself, you will be responsible for:Manage the 2nd line support function and teamsCustomer experience for 2nd line ticketsCoach and support Team Leaders, ensuring they are effective and well-supportedPerformance, KPIs, and output of the 2nd Line function, ensuring consistent SLA deliveryIdentify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd LineYour background:We need a mix of technical skills and management skills includingProven experience in a Service Desk Manager or Senior Team Leader role within an MSP environmentStrong background in 2nd Line support and escalation managementExperience managing Team Leaders or senior technical staffDemonstrable experience of KPI-driven performance management and service improvementStrong technical understanding of 2nd Line support environments (Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, ..... full job details .....