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- Tasks: Lead a team delivering top-notch IT support and resolve complex technical issues.
- Company: Join Futures, a leading digital recruitment partner for the UK Public Sector.
- Benefits: Enjoy hybrid working, an 18% pension contribution, and opportunities for professional growth.
- Why this job: Make a real impact on the community while advancing your IT career in a dynamic environment.
- Qualifications: Degree in IT and extensive experience in senior technical support and team leadership required.
- Other info: Work closely with local authorities and police to enhance digital services in Greater Manchester.
The predicted salary is between 30000 - 41000 £ per year.
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 Defence 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 in-house 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
Contact Detail:
Futures Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Team Leader
✨Tip Number 1
Familiarise yourself with the specific IT systems and technologies mentioned in the job description, especially Microsoft technologies. This will not only help you understand the role better but also allow you to speak confidently about your experience during interviews.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed teams or projects in the past. Be ready to discuss your approach to team management and how you handle conflicts or challenges within a team setting.
✨Tip Number 3
Research the organisation's current IT initiatives and any recent news related to their digital transformation efforts. This knowledge will demonstrate your genuine interest in the role and help you align your answers with their strategic goals during the interview.
✨Tip Number 4
Prepare to discuss your experience with vendor management and service integration, as these are key aspects of the role. Think of specific instances where you've successfully collaborated with third-party providers to resolve issues or improve service delivery.
We think you need these skills to ace 2nd Line Support Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support and team leadership. Emphasise any relevant qualifications, particularly your degree or equivalent experience in IT, and showcase your familiarity with Microsoft technologies.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for improving local community services through technology. Mention specific examples of how you've successfully managed teams and resolved complex technical issues in previous roles.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as leadership, stakeholder engagement, and problem-solving abilities. Use concrete examples to demonstrate these skills in action.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Futures Recruitment
✨Showcase Your Leadership Skills
As a 2nd Line Support Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams, resolved conflicts, and motivated team members in previous roles.
✨Understand the Technical Requirements
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft technologies and ITSM tools. Be ready to discuss your experience with these systems and how you can leverage them to improve service delivery.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex situations. Think of scenarios where you've had to manage vendor relationships or resolve technical issues under pressure, and be prepared to explain your thought process.
✨Emphasise Your Commitment to Continuous Improvement
The role involves driving continuous improvement initiatives. Be ready to discuss any past experiences where you've implemented new processes or improved existing ones, and how those changes positively impacted service delivery.
