3rd Line Support Manager

A growing client of ours are seeking an experienced 3rd Line Support Manager to join them. This role is responsible for managing escalated technical issues, resolving various IT problems, and ensuring the stability and performance of an array of IT infrastructure. The successful candidate will combine strong technical expertise with excellent leadership and communication skills.

You will manage a growing delivery team, collaborate with multiple sub-contractors and partners, and work closely with the client to continue delivering an outstanding service that supports teaching and learning for their users.

Requirements:

• Strong technical knowledge of Windows/Linux servers, networking, virtualisation (VMware/Hyper-V), cloud platforms (Azure/AWS), identity solutions, and enterprise applications.
• Proven experience in IT support, with demonstrable work in a 3rd line or senior technical role.
• 3rd-level qualification in IT or Computing (advantageous).
• Experience using IT Service Management tools (e.g. ServiceNow). Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal abilities. ITIL certification (Foundation or above) preferred.

Key Responsibilities:

• Line management of a diverse technical team, including performance reviews, training plans and resource planning.
• Representing the consultancy in client forums and project groups, providing updates and proposing innovative technical solutions.
• Acting as the final escalation point for complex issues beyond the scope of 1st and 2nd line support.
• Overseeing critical incident resolution to ensure minimal downtime, including conducting root-cause analysis.
• Supporting risk identification and mitigation across the managed service.
• Monitoring and reporting on performance, including SLAs and KPIs

JBRP1_UKTJ