2nd Line Support Team Leader

Job Title: 2nd Line Team Leader
Location: Manchester

Salary: £37,000 per annum plus benefits (including an 18% contributory pension)

Working Conditions – Hybrid (2 Days on site, 3 days from home)

Futures are a leading digital recruitment partner for Public Sector organisations across the UK. We support most local authorities, a variety of NHS and Police organisations, not to mention central government and Defense institutions.

We are currently supporting policing and security operations in Greater Manchester as the city looks to transform its digital landscape and improve the level of service provided to the citizens of Greater Manchester. If you have a first class background in IT Support and a passion for improving the lives of the local community, we would love to talk to you.

Role Purpose

Lead the 2nd Line Support Team in delivering high-level technical support across the organisation’s various IT systems. Ensure effective administration, planning, and collaboration with internal teams and third-party providers, aligning with agreed Service Level Agreements (SLAs) and strategic IT goals.

Key Responsibilities

Team Leadership & Service Delivery

• Manage day-to-day operations of the 3rd Line Support Team to ensure timely resolution of incidents and service requests.
• Forecast demand and allocate resources with Service Introduction and Change Management leads.
• Define and maintain 3rd Line policies and SLAs in line with the organisation’s IT and Digital strategy.
• Provide technical oversight and resolve complex system issues to ensure availability and performance.
• Oversee patch management, system monitoring, and secure configuration of systems.

Systems & Infrastructure Administration

• Oversee administration of inhouse systems and residual infrastructure.
• Monitor antivirus, malware, and storage solutions; respond to security events and system audits.
• Ensure secure remote and on-site access to infrastructure by third parties.
• Coordinate hardware and infrastructure upgrades in collaboration with suppliers.

Supplier & Service Integration

• Collaborate with Managed Service Providers to ensure delivery of installations, maintenance, and incident resolution.
• Ensure compliance with Service Integration and Management (SIAM) standards across vendors.
• Maintain accurate documentation and knowledge bases for service continuity.

Collaboration & Stakeholder Engagement

• Work with departments and Specialist Units to align IT services with operational needs.
• Represent the Support Lead in cross-functional meetings and projects.
• Escalate performance concerns and provide support in audits, investigations, and strategic planning.

Security, Risk & Business Continuity

• Enforce IT security policies, manage risk, and oversee secure equipment decommissioning.
• Ensure all system changes comply with service continuity and security protocols.
• Contribute to service recovery and long-term risk mitigation strategies.

Budget & Governance

• Manage 3rd line support budget, including forecasting and expenditure tracking.
• Support the overall IT and Digital budget planning through reporting and performance insights.
• Drive continuous improvement initiatives and contribute to governance forums.

Qualifications & Experience

Essential:

• Degree or equivalent experience in IT.
• Extensive experience in senior technical support and team leadership roles.
• Proven ability to manage complex vendor relationships and conflicting priorities.
• Experience with Microsoft technologies, end-user and infrastructure hardware, network storage, and software packaging.
• Strong track record in implementing processes, service standards, and managing technical evaluations.

Desirable:

• ITIL V4 Foundation Certification.
• Knowledge of radio systems and secure communications networks.

Key Skills

• Strong leadership, people management, and decision-making skills.
• Excellent communication, stakeholder engagement, and problem-solving abilities.
• Proficiency with Microsoft Office, SharePoint, and ITSM tools.
• High adaptability, analytical thinking, and commitment to ongoing development.

Reports to: Support Lead
Direct Reports: 2nd Line Support Operators