Second Line Support Team Leader

This role is office based in one or more of our UK client sites and hubs, within a geographical area. Ideally the location will be covering offices in East Sussex (2 days a week) & London (2 days a week), with 1 day working from home. The role will manage a team of six Second Line Support Analysts based across various UK locations.

Key Responsibilities

• Provision of desktop hardware and software support onsite including walk-ups and remote assistance.
• Carrying out varied support duties, primarily Level 2 but also some Level 1 and, where needed, Level 3 tasks, providing role and skill development opportunities.
• End-to-end ownership of Second Line Support incidents, requests and ticket tasks.
• Diagnosis, troubleshooting and technical resolution of hardware and software issues.
• Ticket management including triage, logging, monitoring, tracking and reassignment.
• Providing quality updates on tickets, including those passed to other resolver teams.
• Adherence to SLA and OLA targets, ensuring highly functioning support operations.
• Creation and maintenance of knowledge articles for the team and First-Line Service Desk.
• Tracking and managing soft and hardware assets and access, including devices and licences.
• Identification of training needs for shift-left activities, bridging L2-L1 and L3-L2.
• Enforcing robust Join-Meet-Leave fulfilment, assuring reliable onboarding experience.
• Contributing to the ongoing improvement of associated ITIL processes and practices – Asset, Access, JML, Request Fulfilment, Service Catalogue, Incident and Problem.
• Identifying and escalating support inefficiencies, process challenges and related solutions.

Supervisory Duties

• Team leadership – managing rotas, site coverage, resource requests, personnel matters, performance management including objectives, performance reviews and training.
• Provision of technical guidance to Second Line Support and Service Desk teams; upskilling, owning KBAs and SOPs, performing tool capability reviews.
• Workload, resource, ticket queue and end-to-end team ticket and SLA management.
• Input into improvement of ITIL practices – primarily Access, Asset and JML.
• Coordination of proactive team activities such as site audits and ticket trend analysis.
• Regular review of work and data to identify shift-left, KBA and problem opportunities.
• Provision of reports and management information for team-related decision making.
• Representation of the team in major incidents, problem investigations, working parties, task forces, project delivery, audits, transformation and other initiatives.
• Ownership of service improvement plans related to the Second Line Support area.
• Contributing to the ongoing continual service improvement of ITSM and DEX tools.
• Managing escalations and incidents, including MIM duties and communication.
• Deputisation for management on occasion, including operating other ITIL practices such as Problem, Knowledge and Change enablement.
• Direct peer-to-peer interface with Service Desk Team Leader and other colleagues.

What you will need

• A minimum of five years’ history of working in an IT support role and environment.
• Demonstrable recent experience acting in a senior or team leadership capacity.
• Great organisational skills in terms of own time, team, rota and workload management.
• Confident in owning action plans, delivering improvements and representing the area.
• Sound understanding of ITIL practices and processes that relate to technical support.
• Ability to perform basic ITSM tool administration, including report and dashboard creation.
• Excellent working knowledge of Windows 10-11, M365 and supporting Windows OS.
• Ability to provide user account management across multiple systems and services.
• Varied technical skills across a broad range of standard business applications.
• Expertise in laptop, mobile, printer, AV and other device setup and troubleshooting.
• Good understanding of general office, VPN, networking and connectivity principles.
• Appreciation of support provision across bespoke and in-house applications.
• Adept at building relationships within and between IT teams and with end users.
• Excellent communication skills, committed to delivering great client service.
• Able to minimise escalations and safeguard the customer experience.

About You

• Motivated to lead a team, developing individuals, self and processes along the way.
• Happy to manage staff performance to objectives in line with department strategy.
• Well organised; a skilled planner, also able to react flexibly to changing demands.
• Willing to deputise for management and represent the area in various situations.
• Highly enthusiastic, willing to go the extra mile and beyond the job description.
• Respectful towards others, and able to communicate with stakeholders at all levels.
• A positive and can-do attitude – suggesting solutions where challenges are faced.
• Keen to learn, ambitious in driving your own development and career progression.
• Proactive in taking ownership of issues and juggling a variety of work activities.

Benefits and Working Arrangements

We embrace agile working and offer a blended approach to where and how we work, providing flexibility for extended coverage and occasional travel to other offices as required.

Equal Opportunities

Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. Everyone who applies to or works for the firm is treated equally, regardless of gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.