About this role
Salary: £50,000 - 55,000 per year
Requirements: Proven experience as a hands-on 3rd Line Team Leader or Senior Engineer within an MSP environment.Strong experience supporting complex Microsoft infrastructure, Microsoft 365, Azure, and modern workplace technologies.Excellent networking, cloud, and cybersecurity knowledge.Experience managing complex technical escalations within SLA-driven environments.Previous experience mentoring or leading a small team of technical engineers.Strong troubleshooting, communication, and customer management skills.A proactive approach to continuous improvement, automation, and knowledge sharing.An interest in emerging technologies, including AI, with a commitment to continual learning. Responsibilities: Lead and mentor a small team of 3rd Line Escalation Engineers.Manage our own queue of complex 3rd Line support tickets and customer escalations.Act as the senior technical escalation point for high-priority incidents.Ensure tickets are managed within agreed SLAs and service standards.Carry out ticket quality audits and identify coaching and development opportunities.Keep customers informed throughout the lifecycle of their support requests.Create and maintain technical documentation and knowledge base articles.Drive service improvements through automation, scripting, and process optimisation.Work closely with Service Desk, Procurement, and Account Management teams to ensure a seamless customer experience.Conduct regular one-to-one meetings, performance reviews, and onboarding for new team members.Monitor KPIs, workload, and team performance while supporting resource planning. Technologies: AIAzureCloudSupportMicrosoft 365Office 365 More:
We are a leading managed IT services provider looking to appoint a hands-on 3rd Line Team Leader in London with hybrid working. This is a true technical leadership role where you will stay close to the technology while leading a small team of experienced engineers. We offer a salary of £50,000 to £55,000, hybrid working following successful probation, ongoing technical training, professional development, leadership opportunities, and genuine career progression within a growing business.
last updated 32 week of 2026