At a Glance
- Tasks: Lead a team of engineers, resolve complex issues, and drive service excellence.
- Company: Join a leading managed IT services provider with a growing reputation.
- Benefits: Enjoy hybrid working, career progression, and technical leadership opportunities.
- Other info: Dynamic environment with a focus on coaching and customer service.
- Why this job: Shape a high-performing team while working with cutting-edge technologies.
- Qualifications: Experience in leading technical teams and strong communication skills required.
Location: London (Hybrid - 3 days in office / 2 days from home)
Salary: £50,000-£60,000 + benefits
Benefits: Hybrid working | Career progression | Technical leadership | Growing MSP environment
Our client, a leading managed IT services provider, is looking for an experienced Escalation Team Lead to lead its 3rd Line technical escalation function. This is an excellent opportunity for a technically strong leader who enjoys remaining hands-on while mentoring and developing a team of skilled engineers. You'll play a key role in resolving complex customer issues, driving service excellence and supporting the continued growth of an ambitious organisation.
What you'll do
- Lead and develop a team of 3rd Line engineers within a busy MSP environment.
- Take ownership of complex technical escalations and major customer issues.
- Mentor and coach engineers, providing technical guidance and leadership.
- Work closely with service delivery teams to ensure exceptional customer outcomes.
- Lead by example through hands-on technical involvement and proactive problem solving.
- Collaborate with technical teams, service management and customers to deliver high-quality support while continually improving service standards.
What we're looking for
- Previous experience leading technical engineers within a Managed Service Provider (MSP).
- A hands-on leadership style with the ability to remain technically involved.
- Strong customer-facing communication and stakeholder management skills.
- Excellent technical knowledge across Microsoft technologies, cloud platforms, cybersecurity and modern workplace solutions.
- A genuine passion for coaching people and delivering outstanding customer service.
- The successful candidate will be approachable, collaborative and confident managing both people and technical challenges within a fast-paced MSP environment.
Why join?
- Join a growing and ambitious managed services business.
- Hybrid working following successful completion of probation.
- Opportunity to shape and develop a high-performing technical team.
- Work with modern technologies across cloud, cybersecurity and AI-driven solutions.
Apply now to lead a talented technical team and help deliver exceptional customer experiences within a growing MSP.
Escalation 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 Escalation 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 Escalation 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.
