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 growth and innovation.
- Benefits: Hybrid working, career development, technical training, and leadership opportunities.
- Other info: Dynamic environment with excellent career growth potential.
- Why this job: Combine technical expertise with leadership to make a real impact.
- Qualifications: Experience in 3rd Line support and strong leadership skills.
The predicted salary is between 50000 - 55000 £ per year.
3rd Line Team Leader Location
London (Hybrid Working) Salary
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 servi...
3rd Line Team Leader in London employer: IMT Resourcing
As a leading Managed Service Provider in Cheltenham, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our hybrid working model allows for flexibility while you engage with a diverse range of clients and cutting-edge technologies, ensuring that your career as a 2nd Line IT Support Engineer is both rewarding and fulfilling. With ongoing training opportunities and a collaborative team environment, you'll be well-equipped to advance your skills and career in the ever-evolving IT landscape.
