2nd Line Team Leader

Join Our Dynamic Team as a 2nd Line Team Leader🌟 

Are you passionate about telecoms? Do you thrive in a fast‑paced, innovative environment? At Babble, we’re on a mission to be our customers’ most trusted advisor for cloud‑based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you! 

What will you be doing? 

You will lead, coach, and support a team of engineers to deliver reliable, high‑quality support services to customers. The Team Leader is responsible for team performance and development, ensuring work is prioritised effectively, escalations are handled with clear ownership, and service standards are consistently met, while continuously improving how the support desk operates.

Accountabilities and Deliverables

• Own day‑to‑day team performance, with proactive management of ticket queues, workload balance (priority and severity), SLA compliance, and ticket quality.
• Own the ongoing analysis of team performance using defined metrics, identifying trends and taking corrective action where standards are not being met.
• Act as the escalation point for complex or sensitive issues, coordinating with internal teams and customers through to resolution.
• Invest time in mentoring and coaching colleagues, supporting the development of technical skills and ensuring work aligns with wider team standards.
• Collaborate with other Team Leaders and Service Desk Management to report on performance, capacity, risks, and service improvement opportunities.
• Uphold high standards of accuracy in case recording, activity logging, and customer communications.
• Take responsibility for maintaining high‑quality, current, and accurate technical documentation within the team to support consistent service delivery.

What looks good for this role: 

• A natural and consistent leader who motivates, manages, and holds the team to account, taking clear ownership of escalations, complaints, and complex issues through to resolution.
• Friendly, confident, and professional, with the ability to communicate effectively with customers and internal teams. Strong written and verbal communication skills are essential.
• Technically credible, with strong troubleshooting skills and the ability to challenge, guide, and support engineers when required.
• Proactive, determined, and persistent in resolving issues and driving improvements in team performance.
• Calm and decisive under pressure, with strong operational awareness of queue health, priorities, risks, and team capacity.
• Able to work both independently and collaboratively, balancing autonomy with alignment to wider service objectives.
• Demonstrates eagerness to learn, develop, and adapt as services, tools, and customer expectations evolve.

• Maintain sufficient technical knowledge and awareness to guide engineers, make informed decisions during incidents, and communicate confidently with customers.
• Previous experience in a Team Leader role is essential (minimum of 2 years). Experience in a managed services environment is advantageous.
• Knowledge and experience of common Microsoft technologies, including Microsoft 365/Modern Work, Azure, and Windows Server.
• Knowledge and experience with networking technologies, including firewalls, VLANs, DHCP/DNS, and switching.

Why work for Babble?

• Annual Leave: 20 days’ paid holiday
• Public Holidays: 12 paid bank holidays
• Pension: Statutory pension provision
• Sick Leave: Statutory sick pay (up to 20 days)
• Working Pattern: 10‑day fortnight
• Work Environment: Full‑time, office‑based role
• Parental Leave: Statutory maternity and paternity leave

The recruitment journey

We aim to fill this role promptly while ensuring we appoint the right person. The recruitment process will include an initial screening call. If successful, you will progress to an interview, with a possible follow‑up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider