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 customer’s 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? 

To lead, coach, and support a team of engineers to deliver reliable, high‑quality support services to customers. The Team Leader is responsible for their team’s performance and development, ensuring work is prioritised effectively, escalations are handled with 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 & severity), SLA compliance and ticket quality.
• Own the ongoing analysis of team performance using defined metrics to identify trends and take corrective action where standards are not being met.
• Serve 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, helping them grow their technical skills and work in a way that's consistent with the wider team's standards.
• Collaborate with 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 continuous 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, with clear ownership of escalations, complaints, and complex issues through to resolution.
• Friendly, confident, and professional, comfortable communicating with customers as well as internal teams and departments. Strong written and verbal communication skills are key.
• 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 improving team performance. 
• Calm and decisive under pressure, with strong operational awareness of queue health, priorities, risks, and team capacity. 
• Capable of working both independently and collaboratively, balancing autonomy with alignment to wider service objectives.
• Demonstrates eagerness to learn, grow, and adapt as the service, tools, and customer expectations evolve.