3rd Line Support Team Manager

3rd Line Support Team Manager
Based: London Office, with hybrid working
Salary: Up to £70k, depending on experience

This role is a pivotal position within our IT managed services, responsible for leading a team of 3rd Line engineers as well as conducting 3rd Line Engineer duties, with an expected split of 70%/30% between 3rd Line and Team Lead responsibilities. 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 other Support Team Leads, playing an integral role in maintaining the operational efficiency of our service desk support.

KEY TASKS

Team Lead:

• Line management of the 3rd Line Support Team
• Conduct weekly 1-on-1s with team members, including ticket reviews
• Ensure engineers meet KPIs and adhere to SLAs
• Guide engineers in adopting correct technical approaches
• Manage team workload effectively
• Handle escalations and liaise with customers
• Manage problem records assigned to the 3rd line
• Represent the team at CAB meetings as a technical authority
• Participate in Service Level Management meetings

Support:

• Monitor 3rd line escalation queue and ensure tickets are addressed within SLAs
• Assess and resolve 3rd line tickets within agreed SLAs
• Propose and implement IT support improvements and proactive solutions
• Collaborate efficiently with team members, management, and project teams
• Mentor and coach junior team members, including 2nd line engineers

SKILLS AND EXPERIENCE

Technical Experience Requirements:

• Experience with Hypervisor environments such as vSphere, ESXi, SCVMM, Hyper-V
• Strong knowledge of PowerShell and other scripting languages
• Mail flow troubleshooting, including email routing, SPF, and DKIM records
• DNS management and troubleshooting
• Experience with RDS, AVD, and Citrix environments
• Implementing and troubleshooting Single Sign-On
• Active Directory installation, migration, and administration
• Managing Office 365 environments and hybrid configurations
• Microsoft Server environment expertise
• Microsoft Azure platform knowledge
• Troubleshooting Windows 10/11 workstations, including imaging and GPOs
• Network troubleshooting skills, including VPNs, VLANs, managed switches, and firewalls
• Liaising with third-party ISPs for internet and WAN issues
• Deploying DHCP servers across multiple sites
• Server installation and configuration
• Working with hardware and software manufacturers support teams
• Experience with Hyper-V, Citrix, VMWare clustering
• Familiarity with Microsoft Intune and backup technologies like Veeam, Datto, Azure Backup
• Use of RMM systems

Work Experience Requirements:

• Substantial experience with Managed Service Providers
• Minimum of 3 years in a 3rd line support role
• Experience in technical migrations and installations independently
• Experience working in a busy team environment and at customer sites
• Ability to follow ITIL and industry-standard best practices
• Strong documentation and knowledge sharing skills
• Ability to meet SLAs, project plans, and KPIs
• Excellent communication skills, personable and articulate
• Ability to explain technical concepts simply
• Multi-tasking and time management under pressure
• Proficiency in Microsoft Office, especially Excel and 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 notable clients like Mind, YMCA, and WaterAid, providing IT strategy, cybersecurity, helpdesk support, and project management.

Our mission is to empower non-profits through technology, and we foster a culture of personal development, with structured training and career progression. We value transparency, ethics, and customer focus, and seek candidates who share these values.