3rd Line Support Manager

IT Support Manager Belfast

Our Client is seeking an experienced and proactive 3rd Line Support Manager.

This role is responsible for managing escalated technical issues, overseeing the resolution of complex IT problems, and ensuring the stability and performance of our IT infrastructure.

Essential:

• Strong technical knowledge of Windows/Linux servers, networking, virtualization

(VMware/Hyper-V), cloud platforms (Azure/AWS), Identity solutions and enterprise

applications.

• Excellent knowledge and experience in IT support, with demonstrable experience in a

3rd line or senior technical role.

In addition, you will also have:

• 3rd Level qualification in IT or Computing (an advantage)

• Experience with ITSM tools (e.g., ServiceNow).

• Excellent troubleshooting and problem-solving skills.

• Strong communication and interpersonal skills.

• ITIL certification (Foundation or higher) preferred

What you will be doing:

• Line management of a versatile and talent rich team that includes annual and interim

performance reviews, training plans, resource planning etc.

• Interacting with the Client on a range of forums and project groups delivering progress

updates and offering innovative solutions to problems as required

• Acting as the final escalation point for complex technical issues unresolved by 1st and

2nd line support.

• Overseeing the resolution of critical incidents, ensuring minimal downtime and effective

root cause analysis.

• Participating in the identification of risks across the managed service and with the

mitigation planning and delivery as required

• Monitoring and report on team performance, SLAs, and KPIs

For more information on this please apply within.