2nd Line Team Leader

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.