Senior 3rd-Line Support Manager: Lead IT Ops & Escalations

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

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.