2nd Line Support Team Leader

2nd Line Support Team Leader
  • £30,000 - £33,000 per Annum
  • Permanent
  • Cambridgeshire, England, UK Cambridgeshire GBR PE296FY
Job Ref: 50213116
Sector: Software Development
Date Added: 16 September 2021

My client, an IT managed service provider based in Huntingdon are looking for a 2nd Line Support Team Leader with to join them on a permanent basis. Your day to day will involve overseeing the day-to-day operation, conducting 1 to 1's, managing the client base, reporting directly to the Director and much, much more - no day will be the same!

Responsibilities in brief:

  • Responsible for the day-to-day operational activities delivered by the Service Delivery team
  • Liaise closely with the Account Managers and Senior Management
  • Manage the efficiency operations of the service desk making sure that SLA's are met
  • Act as the main contact for all clients' key enquiries
  • Ensure all clients' contractual agreements are met and delivered to highest of standards
  • Generate weekly, monthly and quarterly reports to be presented to the Senior management team
  • Drive the team's performance, conduct appraisals, training, performance reviews and be involved in the recruitment process
  • Act as an escalation point for the customer
  • Update clients' and communicate on a regular basis with the process of their ongoing ticket


  • Experience working within a Managed Service Provider (MSP)
  • Must have strong technical knowledge (Office 365, Windows, VMware, Hyper-V, Intune, SCCM, Active Directory etc.)
  • Minimum of 5 years' experience within the IT sector
  • Technical experience and knowledge of Cloud products, NOC and infrastructure
  • Excellent verbal and written communication
  • Excellent customer service and problem solving abilities
  • Experience working with supplies and 3rd parties
  • Highly commercial within the IT sector
  • Highly organised, efficient, ability to work autonomously and driven to excel
  • ITIL certification highly desirable

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age

16/10/2021 16:02:14
GBP 30000 33000 Annum
Contact Consultant:
Amy Stratford

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