2nd / 3rd Line Team Leader

2nd / 3rd Line Team Leader

Up to £50,000 DOE
Location: Paddock Wood (office-based)
Reporting to: Service Delivery Manager

Are you an experienced IT Team Leader with a strong 3rd line technical background?
Do you have proven leadership experience within IT support or service delivery, ideally in an MSP environment?
Would you like to work somewhere that values collaboration, quality service, and continual improvement?

If so, this could be an excellent opportunity.

The Role

As 2nd / 3rd Line Team Leader, you will lead a skilled team of engineers, balancing hands-on technical work with people leadership. Around two-thirds of your time will be spent resolving complex technical issues across Microsoft, networking, cloud, and cybersecurity technologies and the remainder focused on mentoring, process improvement, and driving service excellence.

You will be the go-to escalation point for your team, ensuring tickets are resolved efficiently, root causes are addressed, and knowledge is shared to build capability across the service desk.

This role is ideal for someone who enjoys leading from the front solving technical challenges while inspiring others to deliver their best.

What You Will Be Doing

Lead and Inspire

• Manage, coach, and develop your engineers through regular 1-2-1s and ongoing feedback.

• Create a positive, collaborative team culture where everyone can thrive.

• Set clear goals, monitor performance, and drive continuous improvement.

Be the Go-To Expert

• Provide hands-on support for complex 2nd and 3rd line escalations.

• Troubleshoot across servers, networks, cloud platforms, and security systems.

• Lead root cause analysis and ensure documentation and learning are shared across the team.

Champion Service Excellence

• Identify opportunities to optimise, automate, and enhance service delivery.

• Maintain focus on SLAs, KPIs, and customer satisfaction.

• Deputise for the Service Delivery Manager when required and represent the team on client site visits.

What We Are Looking For

• Proven leadership experience in IT support or service delivery, ideally within managed services or an MSP.

• Strong 3rd line technical background across Microsoft infrastructure, networking, cloud, and cybersecurity.

• Calm, structured approach to troubleshooting and escalation management.

• Excellent communicator with strong stakeholder management skills.

• Experience working to SLAs, KPIs, and driving service improvements.

• Certifications such as Microsoft, Cisco, or ITIL would be beneficial, but not essential.

Technical Toolkit

• Microsoft: Windows OS, Office 365, Active Directory, Server OS, VMware / Hyper-V.

• Networking & Security: TCP/IP, DNS, DHCP, VPNs, routers, switches, firewalls (WatchGuard ideal).

• Cloud & Cybersecurity: backup, antivirus, email security solutions.

• Strong understanding of ITIL principles and service management tools.

Why Join?

You will be joining a progressive MSP that invests in its people, encourages professional growth, and values service excellence. This is a genuine opportunity to combine hands-on technical depth with leadership responsibility shaping how the service desk operates while continuing to grow your own skills and experience.

Interested?
Apply today or get in touch for a confidential chat we would love to tell you more about the team and the opportunity.