At a Glance
- Tasks: Lead a dynamic Second Line Support team and enhance tech services across the organisation.
- Company: Join Hastings Direct, a forward-thinking company focused on growth and community impact.
- Benefits: Enjoy competitive salary, bonuses, health plans, and 25 days annual leave plus bank holidays.
- Other info: Inclusive culture with excellent career growth opportunities and a focus on wellbeing.
- Why this job: Make a real difference in tech support while developing your leadership skills.
- Qualifications: Proven leadership and Second Line experience in a fast-paced IT environment.
The predicted salary is between 51750 - 63250 £ per year.
We’re looking for an experienced Technology Services Leader to take ownership of Second Line Support services across the organisation. This is a hands-on leadership role with real influence over how technology services are delivered, governed, and continuously improved, while role-modelling the Hastings Way. You’ll be responsible for leading a specialist Second Line Support team, delivering high-quality technical support that enables colleagues to work effectively every day. If you’re a confident people leader with strong operational experience in Second Line or Desktop Support, this role offers the opportunity to make a meaningful impact. This is a 6-month fixed term contract and you will need to be in either our Bexhill or Leicester site 3 days per week.
About the role
- Leadership & People Management
- Lead and inspire the Second Line Support team, setting clear direction, priorities, and expectations in line with the Hastings Way.
- Line manage specialists, ensuring strong performance, engagement, and professional development.
- Carry out regular 1‑to‑1s, wellbeing check‑ins, performance reviews, and development conversations.
- Build resilient, high‑performing teams with a clear focus on succession, capability, and continuous improvement.
- Manage capacity, rotas, absence, and service continuity to meet business demand.
- Second Line Support Leadership
- Lead Second Line Support services, ensuring effective triage, resolution, and escalation of incidents and requests.
- Maintain business‑as‑usual operations while managing peaks in demand and major incidents.
- Ensure SLAs, KPIs, and quality standards are consistently achieved and improved.
- Act as an escalation point for complex technical and service issues.
- Drive first time fix improvements and strong knowledge sharing between Second and First Line teams.
- Operational Excellence & Continuous Improvement
- Identify inefficiencies, risks, and service gaps across Second Line Support services.
- Lead service improvement initiatives, automation, and process optimisation.
- Use data and reporting to provide insight into service performance, quality, demand, and risk.
- Support IT and business‑led projects, ensuring smooth transitions into business‑as‑usual operations.
- Governance, Risk & Quality
- Ensure services are compliant with IT governance, security, audit, and regulatory requirements.
- Maintain high-quality documentation across services and operational processes.
- Conduct assurance activities to protect data integrity and service standards.
About you
- Recent, demonstrable leadership or managerial experience, with direct responsibility for people and performance.
- Proven Second Line experience in an IT service environment.
- Confident decision‑maker with excellent communication and stakeholder‑management skills.
- Comfortable leading teams in fast‑paced, operational environments.
What we offer
- Attractive salary based on experience (pay reviews also completed each year).
- Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March.
- Physical Wellbeing – We fund our colleagues to claim against everyday health care through our healthcare cash plan.
- Financial Wellbeing – Life assurance cover and income protection at no extra cost, pension contribution match up to 10%, discounts and cashback at everyday retailers.
- Mental Wellbeing Programme - A range of support to help you keep yourself well.
- 25 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks.
- Access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes.
- Social events throughout the year and much more.
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Second Line Support Leader employer: Hastings Insurance Services
At Hastings Direct, we pride ourselves on being an excellent employer, offering a vibrant work culture that champions flexibility and inclusivity. Our commitment to employee growth is evident through our comprehensive training programmes and supportive environment, ensuring you have the tools to thrive in your role as a Learning and Talent Consultant. With competitive benefits, including a generous bonus scheme and mental wellbeing support, joining our team means becoming part of a forward-thinking company dedicated to innovation and community impact.
Contact Details:
Hastings Insurance Services Recruitment Team
