3rd Line Team Leader

Job Description

3rdLineITInfrastructureandSecurityTeamLeader£50£60000,hybridflexibility.WorkingfromanMSPinCardiffresponsibleforsupervisionofthe3rdlineservicedeskteamthatprovideITInfrastructureandSecuritysupporttoclientsacrosstheUKandIreland.Technicallyhands-onrole,actingaspointofescalationfortheteamaswellasresponsibleformaintainingSLAandcontractualcommitmentsandteamleadership.Jobspec:3rdLineServiceDeskTeamLeaderReportingto:HeadofServiceDeskLocation:UK:CardiffOffice/RemoteDays:VariousRolePurposeThe3rdLineTeamLeaderisresponsiblefortheleadership,technicaldirection,performance,andcontinualimprovementofthe3rdLineInfrastructureandSecurityfunction.Thisrolecombinesadvancedtechnicalexpertisewithoperationalleadership,ensuringthedeliveryofsecure,resilient,andhigh-performingITservicesacrosscustomerandinternalenvironments.Thesuccessfulcandidatewillpossesssignificanthands-onexperienceacrossinfrastructure,networking,cloud,endpointmanagement,andcybersecuritytechnologies.Theywillhave"battlescars"andlearningsfromoperatingwithincomplexITsupportenvironmentsandwillbecapableofleadingfromthefrontduringmajorincidents,securityincidents,escalations,andtechnicaltransformations.Theroleisaccountableformanagingteamworkload,settingdailyandweeklypriorities,improvingserviceperformance,developingtechnicalcapabilitywithintheteam,anddrivingoperationalexcellencethroughITILbestpractice.Theindividualwillalsoberesponsibleforproducingandpresentingmeaningfuloperationalandserviceperformancereporting,turningdataandinsightsintoactionableimprovementplansforcustomersandinternalstakeholders.ThepositionsupportstheMSP'sstrategicobjectiveofdeliveringmature,secure,andscalableITmanagedserviceswhilstcontinuouslyimprovingcustomerexperienceandoperationalefficiency.TheMSP'smanagedservicesincludeinfrastructuresupport,patchmanagement,endpointmanagement,securityV&M,monitoring,backupmanagement,Intune,Autopilot,andcloud-basedservicedelivery.KeyResponsibilitiesTeamLeadership&PeopleManagementLead,mentoranddevelopthe3rdLineEngineeringteam.Setdaily,weeklyandmonthlyprioritiesalignedtobusinessobjectives.Manageresourceallocationandworkloadbalancingacrosscustomerenvironments.Conductperformancereviews,coachingsessionsandpersonaldevelopmentplanning.Createacultureofaccountability,ownershipandtechnicalexcellence.Promoteknowledgesharingandcontinuouslearningacrossthefunction.Supportrecruitment,onboardingandsuccessionplanningactivities.TechnicalLeadershipActastheseniorescalationpointforcomplexinfrastructure,security,networkingandcloudissues.ProvidetechnicalleadershipduringMajorIncidents,ProblemManagementactivitiesandsecurityevents.Driverootcauseanalysisandensurelessonslearnedareimplemented.Reviewtechnicaldesignsandinfrastructurechangestoensurealignmentwithbestpractice.Handsonmanagementofcomplexticketsandensuringcontinueslearningwithintheteam,demonstratingdisciplinesIdentify> resolve> document> learn.DevelopautomationofTicketresolutionandincidentpreventionmethodologyutilisingthecustomerandtheMSPstoolset.Maintainoversightofplatformhealth,resilience,securitypostureandserviceavailability.Ensuretechnicalstandardsareconsistentlyappliedacrossmanagedcustomerenvironments.AccountableforteamperformanceacrossarangeofbusinessandcustomerKpisInfrastructureManagementProvidetechnicalleadershipandgovernanceacross:MicrosoftAzureMicrosoftEntraIDMicrosoftIntuneWindowsDefenderforEndpointMicrosoft365WindowsServerActiveDirectoryVirtualisationplatformsStoragetechnologiesBackupandrecoveryplatformsEnterprisenetworkingFirewallsandsecureconnectivitysolutionsEndpointmanagementplatformsRMMsolutionsMDMplatformsMonitoringandalertingtechnologiesTherolewillalsooverseeinfrastructurepatching,endpointcompliance,securityhardeningandservicecontinuityactivities.Security&ComplianceMaintainoversightofsecurityoperationsacrosscustomerenvironments.Ensurevulnerabilitiesareidentified,prioritisedandremediated.Leadsecurityincidentinvestigationsandcoordinateresponses.Monitorsecuritytrendsandemergingthreats.EnsureadherencetotheMSPssecuritystandards,ISOcontrolsandcustomercontractualrequirements.Drivecontinualimprovementinsecuritymonitoring,reportingandoperationalmaturity.Collaboratewithcomplianceandgovernanceteamstosupportauditsandcertifications.Thesuccessfulcandidatewillpossessstrongexperienceinvestigatingandresolvingincidentsacrossnetworks,endpoints,cloudplatformsandidentityserviceswhilstoperatingwithinformalSecurityIncidentandMajorIncidentprocesses.ServiceManagement&ITILGovernanceOperateinaccordancewithITILandITSMbestpractice.OwnandimproveL3IncidentManagementprocesses.ShiftleftdrivetoL2,ensuringL2teamshavetheskills,toolsandaccessrequiredtoresolveincidentswithouttheneedforL3orArchitectintervention.ReducerecurringincidentsthroughProblemManagementandtrendanalysis.EnsureSLA,KPIandcontractualcommitmentsareachieved.Driveservicematurityinitiativesandoperationalimprovements.Supportknowledgemanagementandshift-leftstrategies.TheMSPsservicegovernancemodelincludesobjectivesaroundSLAperformance,incidentresolution,customersatisfaction,reducingagedincidentsandeffectiveknowledgemanagement.Reporting&DataAnalyticsProduceweeklyandmonthlyoperationalandserviceperformancereports.Analyseinfrastructure,securityandserviceperformancetrendsandprovideinsights.Trackresourceutilisationandteamproductivitymetrics.ReportonSLAperformance,incidenttrends,vulnerabilitiesandremediationprogress.Presentactionablerecommendationstoleadershipteams.Translatetechnicalreportingintomeaningfulbusinessoutcomesandimprovementplans.Supportcustomerservicereviewsandgovernancemeetings.KeyPerformanceIndicatorsSLAachievementIncidentresolutionperformanceMajorIncidentreductionVulnerabilityremediationcompliancePatchcompliancelevelsServiceavailabilityCustomersatisfaction(CSAT)TeamproductivityandutilisationReductioninagedincidentsKnowledgearticleadoptionEmployeeengagementandretentionKnowledge,Skills&ExperienceEssentialLeadershipProvenexperienceleadingseniortechnicalteamswithinanMSP,ManagedServiceorEnterpriseITenvironment.Demonstrableexperiencemanagingteamperformanceandoperationalpriorities.Strongstakeholdermanagementandcommunicationskills.TechnicalMinimum7years'experienceininfrastructure,networkingandsecurityenvironments.StrongexperiencesupportingMicrosoftAzureenvironments.Expertknowledgeof:MicrosoftEntraIDMicrosoftIntuneWindowsDefenderMicrosoft365ActiveDirectoryWindowsServerNetworkingtechnologiesFirewallsEndpointSecurityRMMplatformsMDMtechnologiesExperiencewithinfrastructuremonitoring,patchmanagementandautomationtooling.Strongunderstandingofcybersecurityprinciplesandoperationalsecuritypractices.ServiceManagementStrongunderstandingofITSM.StrongworkingknowledgeofITILprinciples.Experiencedeliveringcontinualserviceimprovementinitiatives.Reporting&AnalyticsAdvancedreportingandanalyticalcapability.Abilitytotransformoperationaldataintoactionablebusinessinsights.Experiencepresentingtechnicalinformationtoseniorstakeholdersandcustomers.Knowledge,Skills&ExperienceDesirableMicrosoftAzurecertifications.ITILFoundationorhigher.MicrosoftSecuritycertifications.CISSP,CISMorequivalentsecurityqualifications.Experienceinretail,hospitalityormulti-siteITenvironments.ExperiencesupportingregulatedorPCI-compliantenvironments.Experienceimplementingautomationandoperationalefficiencies.BehaviouralCompetenciesLeadsbyexample.DemonstratesaccountabilityfortheteamandthemselvesCalmanddecisiveunderpressure.Takesownershipandaccountability.Highlyanalyticalanddatadriven.Excellentcommunicator.Customerfocused.Collaborativeandsupportiveleader.Challengespoorpracticeconstructively.Passionateabouttechnicalexcellenceandcontinualimprovement.Committedtodevelopingteamcapabilityandfutureleaders.TheMSPsValuesThesuccessfulcandidatewilldemonstrateTheMSP'scommitmentto:Deliveringoncommitmentstocustomersandcolleagues.Creatinganenvironmentwherepeoplecanbecomethebesttheycanbe.Continuouslyimprovingservicesandcapabilities.Actingwithintegrity,professionalismandaccountability.Deliveringsecure,reliableandhigh-qualitytechnologyservices.Suggestedsalaryband:£50,000£60,000+benefits(dependingonexperienceandsecurityexpertise).ThisrolewouldsitnaturallyalongsidethenewITMSorganisationaldesignandcouldactasthesenioroperationalleadbeneaththeITMSManagerforallInfrastructure,Securityand3rdLineServicefunctions.TPBN1_UKTJ