3rd Line Support Team Manager

3rd Line Support Team Manager
Based: London Office, with hybrid working
Salary: Up to £70k, depending on experience

This role is a pivotal role within our IT managed services , responsible for leading a team of 3rd Line engineers as well as conducting 3rd Line Engineer duties, with an expected split of 70%/30% of 3rdLine to Team Lead duties. Reporting to the Service Delivery Manager, you will ensure the effective resolution of support tickets, manage escalations, and maintain high levels of customer satisfaction. Working closely with our Infrastructure Team Manages and with other Support Team Leads role is integral to maintaining the operational efficiency of our service desk support.

KEY TASKS

Team Lead:

• Line Management of 3rd Line Support Team

o Weekly 121’s with Team Members including ticket reviews

o Ensure Engineers are maintaining KPIs and within SLA’s

o Ensuring Engineers are taking the correct technical approach

o Manage Team Workload

o Manage escalations and liaiase with customer

- Problem Management – Manage any Problem records assigned to the 3rd line

- CAB – Technical 3rd line Representation at CAB (Weekly) and be a technical authority

- Service Level Management – Attend SLM meetings with Support Team

Support:

• Monitoring 3rd line escalation queue and ensuring tickets are picked up according to SLAs 

• Assessing and resolving 3rd line tickets within agreed SLAs 

• Proposing and implementing IT Support improvements and proactive fixes
• Efficient collaboration with other team members, management and project team
• Mentoring/coaching more junior team members, as well as 2nd line team members

SKILLS AND EXPERIENCE

Technical Experience Requirements – strong experience in:

• Hypervisor environments, vSphere in addition to ESXi and SCVMM in addition to Hyper-V. A focus on best practices instruction from relevant suppliers.
• Comprehensive knowledge of Powershell and other scripting languages
• Mail flow troubleshooting - email routes over the internet and via third-party filters, creating SPF and DKIM records.
• DNS, including different types of DNS records and how to troubleshoot local and global DNS issues
• RDS, AVD & Citrix environments
• Implementing and and troubleshooting Single Sign-On.
• Installing, migrating & administrating Active Directory.
• Configuring, migrating to and managing standard and hybrid Office 365 environments.
• Comprehensive knowledge of working in a Microsoft Server environment
• Comprhensive knowledge of the Microsoft Azure platform
• Comprehensive knowledge of troubleshooting Windows 10/11 workstations, including imaging, GPO and scripts
• Troubleshooting network issues (TCP/IP) and identifying points of failure, configuring and troubleshooting IPsec VPNs using multiple routers & creating VLANs, configuring managed switches and firewalls.
• Experience liaising with third party ISPs to resolve internet outages or troubleshooting WAN vLAN issues
• Deploying multiple DHCP servers with multiple scopes across multiple sites
• Installing and configuring servers so that they are in a production state including install and config of manufacturer drivers and system tools.
• Experience escalating to and working with hardware and software manufacturers, e.g. Microsoft, VMWare, HP, Nimble, Datto.
• Ability to troubleshoot Third Party software and liaise with their support desks
• Hyper-V and Citrix ESXi clustering
• Microsoft InTune
• Backup tech including Veeam, Datto Siris, Azure Backup, Cove
• In-depth use of RMM systems

Work Experience Requirements

• Substantial Experience working for a Managed Service Providers
• At least 3 years experience in a 3rd line role
• Experience working independently on technical migrations and installations
• Experience working as part of a busy team and keeping a constant dialogue flowing
• Experience working at customer sites and liaising with high-level executives
• Able to follow defined processes such as Change Management & Knowledge Management
• Knowledge of industry-standard best practise for projects and implementations
• A commitment to knowledge sharing and clear, detailed documentation
• Can work to strict SLAs, project plans and KPIs
• Welcoming, personable, articulate, literate, conscientious
• Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help and discuss ideas and techniques.
• The ability to explain technical concepts in lay terms without being patronising
• The ability to multi-task and manage time under pressure
• Excellent telephone manner, polite and professional face-to-face presentation
• Knowledge of ITIL & Microsoft best practice
• Experience talking with Customers and able to communicate politely and professionally.
• Strong skills in Microsoft Office, especially Excel. The postholder will be able to demonstrate the ability to import, clean, and report on data in Excel using pivot tables.
• Good presentation skills, able to present information effectively and simply using the right tool (Excel/Word/PowerPoint).

About Smartdesc

Smartdesc (part of the Academia Group) is an IT Service Provider and Microsoft Gold Partner whose focus is not-for-profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non-profits.

Our mission is to provide non-profits with the technology, tools, direction and support they need to fulfil their goals. Our vision is to empower the UK's nonprofit organisations to deliver their best work through enhanced technology solutions.

We provide IT services including IT strategy, cyber security, helpdesk support, project and programme management. You will be part of a dynamic and growing company; you will not be a small cog in the machine, but instead be able to spread your wings and work with some amazing nonprofit organisations who are engaged and want to improve their technology.

We have a strong focus on personal development and a “promote from within” culture. This means structured Professional Development Plans, access to market leading e-Learning and certifications, monthly protected learning time and paid-for certifications to support your development. Staff stay with us for years because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of freedom to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting-edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer-focused IT services; new team members are carefully picked to ensure they share our values .