3rd Line Support Team Manager

Smartdesc Ltd; London; Hybrid; GBP 70,000; Full time

Job summary

An IT Service Provider is seeking a 3rd Line Support Team Manager in London. This pivotal role involves leading a team of 3rd Line engineers while also handling technical responsibilities. The ideal candidate should have substantial experience in managed services and strong technical skills, including expertise in various IT environments and troubleshooting techniques. The position offers a competitive salary of up to £70k, depending on experience, with hybrid working options.

Benefits

Professional development opportunities

Structured development plans

Paid-for certifications

Qualifications

• Experience with Managed Service Providers is a must.
• Minimum 3 years in a 3rd line role.
• Experience with ITIL and Microsoft best practices.

Responsibilities

• Lead a team of 3rd Line engineers and perform technical duties.
• Ensure resolution of support tickets and manage escalations.
• Maintain high levels of customer satisfaction.

Skills

Hypervisor environments (vSphere/ESXi)

PowerShell and other scripting languages

Mail flow troubleshooting

DNS troubleshooting

RDS, AVD & Citrix environments

Single Sign-On implementation

Active Directory installation

Office 365 configurations

Troubleshooting Windows 10/11 workstations

Networking issues (TCP/IP)

DHCP server deployment

Production server installations

Backup technologies (Veeam, Datto, etc.)

Microsoft Intune

In-depth use of RMM systems

Job description

Overview

This is a 1-month-old job listing with base pay information provided by Smartdesc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Role: 3rd Line Support Team Manager

Location: London Office, with hybrid working

Salary: Up to £70k, depending on experience

This role is pivotal within our IT managed services, responsible for leading a team of 3rd Line engineers as well as performing 3rd Line Engineer duties, with an expected split of 70%/30% of 3rd Line to Team Lead duties. Reporting to the Service Delivery Manager, you will ensure the effective resolution of support tickets, manage escalations, and maintain high levels of customer satisfaction. You will work closely with our Infrastructure Team Managers and with other Support Team Leads to maintain the operational efficiency of our service desk support.

Key tasks

• Team Lead: Line Management of 3rd Line Support Team
• Weekly 1:1s with team members including ticket reviews
• Ensure Engineers meet KPIs and SLAs
• Ensure Engineers take the correct technical approach
• Manage Team Workload
• Manage escalations and liaise with customers
• Problem Management – manage any Problem records assigned to the 3rd line
• CAB – technical 3rd line representation at CAB (Weekly) and act as a technical authority
• Service Level Management – attend SLM meetings with Support Team

• Support: Monitoring 3rd line escalation queue and ensuring tickets are picked up according to SLAs
• Assessing and resolving 3rd line tickets within agreed SLAs
• Proposing and implementing IT support improvements and proactive fixes
• Collaborating with other team members, management and project teams
• Mentoring/coaching more junior team members and 2nd line team members

Skills and experience

• Technical experience: Hypervisor environments (vSphere/ESXi), SCVMM, Hyper-V; best practices from relevant suppliers
• Comprehensive knowledge of PowerShell and other scripting languages
• Mail flow troubleshooting, SPF and DKIM records
• DNS troubleshooting and records
• RDS, AVD & Citrix environments
• Single Sign-On implementation and troubleshooting
• Active Directory installation, migration & administration
• Office 365 standard and hybrid configurations
• Microsoft Server environment and Microsoft Azure platform
• Troubleshooting Windows 10/11 workstations, imaging, GPO and scripts
• Networking issues (TCP/IP), VPNs, VLANs, managed switches and firewalls
• Working with third-party ISPs to resolve outages
• DHCP server deployment across sites
• Production server installations and configurations
• Escalation to hardware/software manufacturers (Microsoft, VMware, HP, Nimble, Datto)
• Third-party software troubleshooting and liaison
• Hyper-V and Citrix ESXi clustering
• Microsoft Intune
• Backup technologies (Veeam, Datto SIRIS, Azure Backup, Cove)
• In-depth use of RMM systems

Work experience

• Substantial experience with a Managed Service Provider
• At least 3 years in a 3rd line role
• Experience migrating and installing independently
• Experience working in a busy team and maintaining dialogue
• Experience on customer sites and liaising with high-level executives
• Ability to follow Change Management & Knowledge Management processes
• Experience with ITIL and Microsoft best practice
• Commitment to knowledge sharing and detailed documentation
• Ability to work to strict SLAs, project plans and KPIs
• Personable, articulate, literate and conscientious
• Strong communication with all levels, capable of explaining concepts in lay terms
• Multi-tasking and time management under pressure
• Excellent telephone manner and professional presentation
• Proficiency with Microsoft Office, especially Excel (data import, cleaning, pivot reporting)
• Strong presentation skills using Excel/Word/PowerPoint

About Smartdesc

Smartdesc (part of the Academia Group) is an IT Service Provider and Microsoft Gold Partner focusing on not-for-profit organisations, including charities, social enterprises, and the public sector in the UK. We work with organisations such as Mind, YMCA and WaterAid, among others.

Our mission is to provide not-for-profits with the technology, tools, direction and support they need to fulfil their goals. Our vision is to empower the UK's nonprofit organisations to deliver their best work through enhanced technology solutions.

We provide IT services including IT strategy, cyber security, helpdesk support, project and programme management. You will be part of a dynamic and growing company with opportunities to develop and contribute across cutting-edge technologies.

We offer professional development opportunities, including structured development plans, access to e-Learning and certifications, monthly learning time, and paid-for certifications. Our retention rate is high, supported by a culture of promoting from within.

We have a flat management structure and provide freedom to perform at a high level. You will engage with a diverse range of technologies and systems.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer-focused IT services; new team members are carefully selected to share our values.

Seniorities

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting