3rd Line Team Leader - Managed Services in Chorley

3rd Line Team Leader – Managed Services

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Company Overview

Established in 2006, FluidOne is an award‑winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 500 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.

FluidOne supports the needs of 2,400 customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in‑house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era.

FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium‑sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support.

Role Overview

As a competent 3rd Line Team Leader, you will be able to provide IT consultancy services to the full range of FluidOne Chorley’s clients.

You will effectively support clients and colleagues as requested in a timely manner in line with the client’s support contracts.

Responsibilities

• Monitoring and maintaining systems and networks
• Installation and configuration of systems
• Diagnosing faults on both hardware and software
• Solving technical and application issues by phone, email or in person
• Walking clients through troubleshooting steps
• Re‑fitting and/or replacing client hardware
• Supporting updates and/or roll‑outs for client applications (training of users as needed)
• Working to SLAs
• Prioritising and managing multiple open tickets
• Establishing good working relationships with clients

Additional day‑to‑day tasks include:

• Taking details of any problem or service requirement from clients and escalating appropriately
• Taking ownership of tickets as appropriate and continuing to own the task until completed even if elements are delegated
• Working out of the office, at client sites or our core site, which may require overnight stays and possible working outside regular office hours
• Checking for work‑related emails, messages and calls from colleagues or clients after hours to ensure requirements are met

Higher‑level Responsibilities

• Testing and evaluating new technology, applications and processes
• Training of new employees
• Being an escalation point for 2nd and 3rd line colleagues
• Conducting root cause analysis for problem tickets
• Project work
• Managing ticket queue, prioritising and allocating work as necessary
• Maintaining technical documentation
• Keeping informed of all ongoing projects and multi‑user impacting issues

Team Leadership Responsibilities

• Monitoring workloads and encouraging the team to meet client SLAs
• Helping team members organise their workflow and share best practice
• Setting clear goals for delegated work in line with business requirements
• Proactively managing team availability for incoming work, encouraging prioritisation to meet client expectations
• Identifying opportunities for development and progression for both the team and individuals
• On‑boarding new team members with a focus on consistency and best practice

Requirements

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external clients (up to senior management levels)
• Ability to work under pressure and meet deadlines while maintaining a positive attitude and exemplary customer service
• Ability to work independently and complete tasks within prescribed routines, instructions and standard accepted practices
• Proven experience in an IT support role and as a team leader
• Must follow all integrated ISO management systems and comply with all ISO data security systems at all times
• Ability to maintain regular, punctual attendance
• Clear and concise telephone and written communications
• Completion of all necessary paperwork and administrative tasks (timesheets, expenses, ticket notes, etc.) accurately and clearly
• Ability to handle constantly changing traffic flow, remain productive during slow times, multitask during busy periods and exercise patience and professionalism during stressful situations

Benefits After Probationary Period

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3× salary)
• FluidOne breakfast and refreshments on office days
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half‑price internet connectivity
• Department incentives

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Information Technology
• Industries: IT Services and IT Consulting