2nd Line Team Leader
Job Description
Role Purpose
Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers to ensure consistent, high-quality escalated support. Own performance, technical quality, and service delivery across the 2nd Line function, driving 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, and output of the 2nd Line function, ensuring consistent SLA delivery.
- Maintain control of escalation queues, backlog, and technical quality.
- Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution.
- Regularly engage with Team Leaders to stay close to workload pressures, risks, and team challenges.
- Coach and support Team Leaders, ensuring effective leadership, development time, and structured 1-2-1s.
- Identify and drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback.
- Escalate wider service issues with clear recommendations.
Core Competencies
- Leadership & Coaching — Develop Team Leaders through regular engagement, feedback, and support.
- Operational Awareness — Stay close to day-to-day challenges, risks, and workload pressures.
- KPI & Data-Driven Management — Use performance data to target action and improve outcomes.
- Process Ownership & Improvement — Design and refine practical, efficient service processes.
- Judgement & Decision Making — Make informed decisions and escalate appropriately.
- Communication & Alignment — Keep Team Leaders aligned and ensure service delivery meets business and customer expectations.
Technical Skills / Knowledge
- Strong understanding of 2nd Line support environments: Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity.
- Ability to assess technical quality of escalations, resolutions, and documentation.
- Confident working with 2nd/3rd Line, NOC, and Infrastructure teams on complex issues.
- Knowledge of service desk tooling, reporting, and ticketing systems.
- Awareness of problem management, RCA, and ITIL-aligned best practice frameworks.
- Proven experience as a Service Desk Manager or Senior Team Leader within an MSP.
- Strong background in 2nd Line support and escalation management.
- Experience managing Team Leaders or senior technical staff.
- Demonstrable experience in KPI-driven performance management and service improvement.
Why work for Babble?
- Annual Leave: 20 days’ paid holiday
- Public Holidays: 12 paid bank holidays
- Pension: Statutory pension provision
- Sick Leave: 20 days’ statutory sick pay
- Working Pattern: 10‑day fortnight
- Work Environment: Full‑time, office‑based role
- Parental Leave: Statutory maternity and paternity leave
The recruitment journey
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.
Direct Candidates Only