Support Manager - 2nd Line

Som3 • Permanent • Birmingham, West Midlands, England, United Kingdom • £40,000 - £45,000 / year • 5h ago

Technical Support Manager - 2nd Line

£40 - 45k

3 days in the office

Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers.

Working along side the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service delivery

Coming from a technical background yourself, you will be responsible for:

Manage the 2nd line support function and teams
Customer experience for 2nd line tickets
Coach and support Team Leaders, ensuring they are effective and well-supported
Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery
Identify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line

Your background:

We need a mix of technical skills and management skills including

Proven experience in a Service Desk Manager or Senior Team Leader role within an MSP environment
Strong background in 2nd Line support and escalation management
Experience managing Team Leaders or senior technical staff
Demonstrable experience of KPI-driven performance management and service improvement
Strong technical understanding of 2nd Line support environments (Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity)
Confident in working with technical teams (2nd / 3rd Line, NOC, Infrastructure) to resolve complex issues
Understanding of service desk tooling, reporting, and ticketing systems
Awareness of problem management, root cause analysis, and best practice service frameworks (e.g. ITIL)

This role required 3 days a week in the office