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2nd Line Manager
babblecloud
Wakefield, GBR
Full-time
Onsite
Discovered 3 weeks ago
2nd Line supportService desk managementMicrosoft 365Windows ServerNetworking fundamentalsEndpoint management
Free
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2nd Line supportService desk managementMicrosoft 365
Role Overview
Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers.
Own performance, technical quality, and service delivery across the 2nd Line function.
Drive accountability, process improvement, and alignment with business and customer expectations.
Key Skills for This Role
2nd Line supportService desk managementMicrosoft 365Windows ServerNetworking fundamentalsEndpoint management
Full Job Posting
Role Purpose
Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers.
Own performance, technical quality, and service delivery across the 2nd Line function.
Drive accountability, process improvement, and alignment with business and customer expectations.
Key Responsibilities
- Own customer experience for escalated tickets, ensuring high-quality resolution and communication.
- Manage performance, KPIs, output, and SLA delivery for the 2nd Line function.
- Maintain control of escalation queues, backlog, and technical quality.
- Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution.
- Coach and support Team Leaders through leadership development and structured one-to-ones.
- Drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback.
- Escalate wider service issues with clear recommendations.
Core Competencies
- Develop Team Leaders through regular engagement, feedback, and support.
- Stay close to day-to-day operational challenges, risks, and workload pressures.
- Use performance data to target action and improve outcomes.
- Design and refine practical, efficient service processes.
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