At a Glance
- Tasks: Lead a team of 3rd Line Engineers while resolving complex technical issues.
- Company: Leading managed IT services provider with a focus on innovation.
- Benefits: Hybrid working, career development, technical training, and leadership opportunities.
- Other info: Join a growing business with excellent career progression and ongoing training.
- Why this job: Combine hands-on tech work with team leadership in a fast-paced environment.
- Qualifications: Experience in 3rd Line support and strong technical skills in Microsoft technologies.
Location: London (Hybrid Working)
Salary: £50,000 - £55,000
Benefits: Hybrid working, career development, technical training, leadership opportunities, growing business
Our client, a leading managed IT services provider, is looking to appoint a hands-on 3rd Line Team Leader to lead a small team of experienced 3rd Line Engineers while remaining actively involved in resolving complex technical escalations.
This is a true technical leadership role. You'll continue to manage your own queue of 3rd Line support tickets, acting as the senior escalation point for complex customer issues, while coaching and supporting your team to deliver an exceptional customer experience. If you enjoy staying close to the technology while developing people, this role offers the best of both worlds.
What you'll do
- Lead and mentor a small team of 3rd Line Escalation Engineers.
- Manage your own queue of complex 3rd Line support tickets and customer escalations.
- Act as the senior technical escalation point for high-priority incidents.
- Ensure tickets are managed within agreed SLAs and service standards.
- Carry out ticket quality audits and identify coaching and development opportunities.
- Keep customers informed throughout the lifecycle of their support requests.
- Create and maintain technical documentation and knowledge base articles.
- Drive service improvements through automation, scripting and process optimisation.
- Work closely with Service Desk, Procurement and Account Management teams to ensure a seamless customer experience.
- Conduct regular one-to-one meetings, performance reviews and onboarding for new team members.
- Monitor KPIs, workload and team performance while supporting resource planning.
You’ll spend your time balancing hands-on technical work with team leadership, ensuring both your own ticket queue and your team’s workload are delivered to the highest standards.
What we’re looking for
- Proven experience as a hands-on 3rd Line Team Leader or Senior Engineer within an MSP environment.
- Strong experience supporting complex Microsoft infrastructure, Microsoft 365, Azure and modern workplace technologies.
- Excellent networking, cloud and cybersecurity knowledge.
- Experience managing complex technical escalations within SLA-driven environments.
- Previous experience mentoring or leading a small team of technical engineers.
- Strong troubleshooting, communication and customer management skills.
- A proactive approach to continuous improvement, automation and knowledge sharing.
- An interest in emerging technologies, including AI, with a commitment to continual learning.
The ideal candidate is someone who enjoys remaining technically hands-on while leading by example, supporting a small team of engineers and driving exceptional service delivery within a fast-paced MSP environment.
Why join?
- Lead a skilled team while remaining technically hands-on.
- Work with modern Microsoft, cloud and cybersecurity technologies.
- Join a growing managed services business with genuine career progression opportunities.
- Hybrid working following successful probation.
- Ongoing technical training and professional development.
Apply now to lead a talented 3rd Line team while continuing to solve complex technical challenges.
3rd Line Team Leader employer: IMT Resourcing Solutions
As a leading managed IT services provider based in London, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. With hybrid working options, competitive salaries, and a commitment to technical leadership, we empower our Escalation Team Leaders to mentor skilled engineers while tackling complex challenges in a supportive environment. Join us to be part of an ambitious team that values innovation and exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Team Leader
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what IMT Resourcing Solutions values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges IMT Resourcing Solutions might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at IMT Resourcing Solutions!
✨Direct Apply to IMT Resourcing Solutions
Let's not forget to apply directly through the IMT Resourcing Solutions website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 3rd Line Team Leader
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at IMT Resourcing Solutions.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at IMT Resourcing Solutions. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at IMT Resourcing Solutions
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
