3rd Line Support (Team Lead)

Human Cr; City of London; On-site; GBP 38,000 - 45,000; Full time

Job summary

A large UK charitable social enterprise is seeking a 3rd Line Senior Service Desk Analyst to provide high-level technical support and supervise the 1st and 2nd Line teams. The ideal candidate will have over 5 years of experience in technical support and strong skills in Microsoft 365 administration. This role requires excellent communication skills and the ability to manage multiple priorities under pressure. The position is based onsite in Woolwich, offering a salary of up to £45,000.

Qualifications

• 5+ years in technical support roles.
• Experience supervising or leading support teams.
• Strong Microsoft 365 administration skills.

Responsibilities

• Deliver excellent customer service for escalated technical issues.
• Manage complex problem tickets and ensure resolution.
• Act as the Microsoft 365 Administrator.

Skills

Technical support

Microsoft 365 administration

Customer service

Problem resolution

Interpersonal communication

Tools

Microsoft 365

PowerShell

SaaS platforms

Job description

3rd Line Senior Service Desk Analyst

Location

Onsite in Woolwich (4 days per week)

Department

Digital & Technology

Salary

Up to £45,000

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Role Summary

Our client, a large UK charitable social enterprise, seeks a Senior Service Desk Analyst to provide high‑level technical support and act as a supervisory escalation point for the 1st and 2nd Line teams. This role reports to the Digital & Technology Support Manager and plays a key part in ensuring stable, secure and well‑supported enterprise systems across a complex multi‑site environment.

About the Organisation

Our client is a not‑for‑profit social enterprise with a national footprint. Their mission focuses on improving physical, mental and social wellbeing across local communities, reinvesting surplus into improving facilities and operations, developing people and local employment pathways, supporting community initiatives and athletes, and delivering accessible programmes for all ages and abilities. They aim to be the UK's leading social enterprise in their sector, with strong values around sustainability, inclusion, community impact and customer experience.

Key Working Relationships

Collaboration with Field Support, Project Delivery, the wider Digital & Technology function, external support teams and vendors, and external partners and local authority stakeholders.

Responsibilities & Accountabilities

• Deliver excellent customer service for escalated technical issues, ensuring 1st/2nd Line teams uphold the same standards.
• Take ownership of complex problem tickets and manage resolution end‑to‑end.
• Provide in‑depth troubleshooting and share knowledge with the wider support team.
• Act as the internal escalation point to third‑party software suppliers.
• Manage and adhere to SLAs across support operations.
• Maintain productive relationships with external support teams and service vendors.
• Review and maintain application documentation within the knowledge base.
• Assess business processes and implement automation where appropriate.
• Act as the organisation's Microsoft 365 Administrator, focusing on user management, configuration and compliance.
• Ensure strong security practices around authentication and password policies.
• Communicate clearly with internal stakeholders and user groups.
• Support incident management during business‑critical events.
• Work flexibly to meet operational demand (occasional evenings/weekends).
• Report to the Service Desk Manager and collaborate closely with operational teams and support services.
• Build positive working relationships with colleagues across all sites and departments.
• Engage constructively with external partners and local authority stakeholders as required.

Our Client Looks For People Who

• Understand the purpose and values of a social enterprise.
• Provide excellent customer experiences and act as a positive ambassador.
• Contribute to sustainability efforts and responsible working practices.
• Support a collaborative, inclusive and community‑minded culture.
• Bring forward ideas and help improve processes and service quality.
• Take pride in supporting an organisation that directly impacts community wellbeing.

Requirements

Essential

• 5+ years in technical support roles.
• Experience supervising or leading support teams.
• Strong Microsoft 365 administration skills.
• Experience implementing or supporting automation.
• Ability to manage multiple priorities under pressure.
• Excellent interpersonal, written and verbal communication skills.
• Strong attention to detail.
• Experience supporting SaaS platforms.

Desirable

• M365 Certified Administrator.
• Additional Microsoft certifications.
• ITIL Foundation certification.
• Experience with PowerShell scripting / Power Apps.