At a Glance
- Tasks: Lead a dynamic 2nd Line Service Desk team to deliver top-notch support.
- Company: Join a leading cloud tech provider focused on customer experience.
- Benefits: Enjoy 25 days holiday, pension, health plans, and hybrid working options.
- Other info: Great opportunities for career growth in a supportive environment.
- Why this job: Make a real impact by improving service delivery and team performance.
- Qualifications: Experience in 2nd Line support and managing technical teams required.
The predicted salary is between 40000 - 50000 £ per year.
Location: West Yorkshire
Reports to: Support Director
Division: Operations
Role Purpose
Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers to ensure consistent, high-quality escalated support. Own performance, technical quality, and service delivery across the 2nd Line function, driving accountability, process improvement, and alignment with business and customer expectations.
Key Responsibilities
- Own customer experience for escalated tickets, ensuring high-quality resolution and communication.
- Manage performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery.
- Maintain control of escalation queues, backlog, and technical quality.
- Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution.
- Regularly engage with Team Leaders to stay close to workload pressures, risks, and team challenges.
- Coach and support Team Leaders, ensuring effective leadership, development time, and structured 1-2-1s.
- Identify and drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback.
- Escalate wider service issues with clear recommendations.
Core Competencies
- Leadership & Coaching: Develop Team Leaders through regular engagement, feedback, and support.
- Operational Awareness: Stay close to day-to-day challenges, risks, and workload pressures.
- KPI & Data-Driven Management: Use performance data to target action and improve outcomes.
- Process Ownership & Improvement: Design and refine practical, efficient service processes.
- Judgement & Decision Making: Make informed decisions and escalate appropriately.
- Communication & Alignment: Keep Team Leaders aligned and ensure service delivery meets business and customer expectations.
Technical Skills / Knowledge
- Strong understanding of 2nd Line support environments: Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity.
- Ability to assess technical quality of escalations, resolutions, and documentation.
- Confident working with 2nd/3rd Line, NOC, and Infrastructure teams on complex issues.
- Knowledge of service desk tooling, reporting, and ticketing systems.
- Aware of problem management, RCA, and ITIL-aligned best practice frameworks.
Experience Required
- Proven experience as a Service Desk Manager or Senior Team Leader within an MSP.
- Strong background in 2nd Line support and escalation management.
- Experience managing Team Leaders or senior technical staff.
- Demonstrable experience in KPI-driven performance management and service improvement.
The Company:
A Customer Experience-led cloud technology provider specialising in:
- Microsoft Modern Work
- Cybersecurity
- Contact Centre Technology
- Mobile Solutions
- Communications & Connectivity
Benefits include: Pension, 25 days holiday + bank holidays (increasing with service), Life Assurance (4x salary), optional Bupa, Health Cash Plan, Bike to Work, Season Ticket Loan, Charities Trust scheme. Hybrid working applies depending on role requirements.
We cannot employ anyone who does not have indefinite leave to remain in the UK. You MUST have full rights to work without the need of sponsorship at this or any other time.
IT Support Manager in Leeds employer: Tribe Appointments Ltd
As an IT Support Manager at our West Yorkshire location, you will thrive in a dynamic and supportive work culture that prioritises employee development and customer satisfaction. We offer competitive benefits including a generous holiday allowance, pension scheme, and opportunities for hybrid working, all while fostering a collaborative environment where your leadership skills can shine and drive meaningful improvements in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT support world, especially those who might know about openings for an IT Support Manager. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by brushing up on your technical skills and leadership experience. Be ready to discuss how you've managed teams and improved service delivery in past roles. We want to see your passion for customer experience!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Use real-life examples of how you’ve tackled escalated issues or improved processes. This will demonstrate your ability to handle the challenges of a 2nd Line Service Desk.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Support Manager in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Manager role. Highlight your experience in 2nd Line support and any leadership roles you've held. We want to see how your skills match what we're looking for!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics where possible to demonstrate how you’ve improved service delivery or team performance. This helps us see the impact you've made in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Keep it concise but engaging – we want to feel your enthusiasm!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s straightforward, and you’ll be able to upload your tailored CV and cover letter directly. Let’s make it easy for us to find you!
How to prepare for a job interview at Tribe Appointments Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around 2nd Line support environments like Microsoft 365 and Windows Server. Be ready to discuss how you've handled escalated tickets in the past and the tools you've used for ticketing and reporting.
✨Showcase Your Leadership Skills
Since this role involves managing Team Leaders, be prepared to share examples of how you've coached and developed teams before. Highlight any specific strategies you've used to improve performance and maintain high standards in service delivery.
✨Be Data-Driven
Familiarise yourself with KPIs and how they relate to service improvement. Bring examples of how you've used data to drive decisions and enhance outcomes in previous roles. This will show that you understand the importance of metrics in managing a successful service desk.
✨Communicate Clearly
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex issues. Be ready to explain how you keep your team aligned and ensure customer expectations are met.
