3rd Line Team Leader in Cardiff

Working from an MSP in Cardiff, responsible for supervision of the 3rd line service desk team that provides IT Infrastructure and Security support to clients across the UK and Ireland. This is a technically hands-on role, acting as point of escalation for the team as well as responsible for maintaining SLA and contractual commitments and team leadership.

The 3rd Line Team Leader is responsible for the leadership, technical direction, performance, and continual improvement of the 3rd Line Infrastructure and Security function. This role combines advanced technical expertise with operational leadership, ensuring the delivery of secure, resilient, and high-performing IT services across customer and internal environments. The successful candidate will possess significant hands-on experience across infrastructure, networking, cloud, endpoint management, and cybersecurity technologies.

Key Responsibilities:

• Team Leadership & People Management: Lead, mentor and develop the 3rd Line Engineering team. Set daily, weekly and monthly priorities aligned to business objectives. Manage resource allocation and workload balancing across customer environments. Conduct performance reviews, coaching sessions and personal development planning.
• Technical Leadership: Act as the senior escalation point for complex infrastructure, security, networking and cloud issues. Provide technical leadership during Major Incidents, Problem Management activities and security events. Drive root cause analysis and ensure lessons learned are implemented.
• Infrastructure Management: Provide technical leadership and governance across various platforms including Microsoft Azure, Microsoft Entra ID, Microsoft Intune, Windows Defender, and more.
• Security & Compliance: Maintain oversight of security operations across customer environments. Ensure vulnerabilities are identified, prioritised and remediated. Lead security incident investigations and coordinate responses.
• Service Management & ITIL Governance: Operate in accordance with ITIL and ITSM best practice. Own and improve L3 Incident Management processes. Ensure SLA, KPI and contractual commitments are achieved.
• Reporting & Data Analytics: Produce weekly and monthly operational and service performance reports. Analyse infrastructure, security and service performance trends and provide insights.

Key Performance Indicators include SLA achievement, incident resolution performance, major incident reduction, vulnerability remediation compliance, and customer satisfaction.

Essential Skills:

• Proven experience leading senior technical teams within an MSP or Enterprise IT environment.
• Minimum 7 years' experience in infrastructure, networking and security environments.
• Strong understanding of ITSM and ITIL principles.

Desirable Skills:

• Microsoft Azure certifications.
• ITIL Foundation or higher.
• CISSP, CISM or equivalent security qualifications.

Behavioural Competencies include accountability, analytical skills, excellent communication, and a customer-focused approach.

Suggested salary band: £50,000 - £60,000 + benefits (depending on experience and security expertise).