3rd Line Support Manager

Z-Axis Graphics; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Job summary

A growing technology consultancy in the United Kingdom is seeking an experienced 3rd Line Support Manager. The role involves managing escalated technical issues, overseeing a delivery team, and collaborating with partners to ensure stable IT infrastructures. Candidates should possess strong technical expertise, excellent leadership, and communication skills, as well as experience in IT support and relevant certifications.

Responsibilities

• Manage a diverse technical team, including performance reviews and training plans.
• Represent the consultancy in client forums and project groups providing updates.
• Act as the final escalation point for complex issues.
• Oversee critical incident resolution for minimal downtime.
• Support risk identification and mitigation across the managed service.
• Monitor and report on performance, including SLAs and KPIs.

Skills

Technical knowledge of Windows/Linux servers

Networking

Virtualisation (VMware/Hyper-V)

Cloud platforms (Azure/AWS)

IT Service Management tools (e.g. ServiceNow)

Troubleshooting and problem-solving skills

Strong communication and interpersonal abilities

ITIL certification (Foundation or above)

Education

3rd-level qualification in IT or Computing

Job description

Join to apply for the 3rd Line Support Manager role at Z-Axis Graphics

A growing client of ours is seeking an experienced 3rd Line Support Manager to join them. This role is responsible for managing escalated technical issues, resolving various IT problems, and ensuring the stability and performance of an array of IT infrastructure. The successful candidate will combine strong technical expertise with excellent leadership and communication skills.

You will manage a growing delivery team, collaborate with multiple sub‑contractors and partners, and work closely with the client to continue delivering an outstanding service that supports teaching and learning for their users.

Requirements

• Strong technical knowledge of Windows/Linux servers, networking, virtualisation (VMware/Hyper‑V), cloud platforms (Azure/AWS), identity solutions, and enterprise applications.
• Proven experience in IT support, with demonstrable work in a 3rd line or senior technical role.
• 3rd‑level qualification in IT or Computing (advantageous).
• Experience using IT Service Management tools (e.g. ServiceNow).
• Excellent troubleshooting and problem‑solving skills.
• Strong communication and interpersonal abilities.
• ITIL certification (Foundation or above) preferred.

Key Responsibilities

• Line management of a diverse technical team, including performance reviews, training plans and resource planning.
• Representing the consultancy in client forums and project groups, providing updates and proposing innovative technical solutions.
• Acting as the final escalation point for complex issues beyond the scope of 1st and 2nd line support.
• Overseeing critical incident resolution to ensure minimal downtime, including conducting root‑cause analysis.
• Supporting risk identification and mitigation across the managed service.
• Monitoring and reporting on performance, including SLAs and KPIs.