3rd Line Support Team Leader

Role: 3rd Line Support Team Leader

Location: London (Hybrid)

Salary: £50,000 - £65,000 DOE

Are you an experienced 3rd Line Engineer ready to take the next step into leadership, or an established technical team leader looking for a new challenge?

We're looking for a 3rd Line Support Team Leader to lead and develop a team of engineers, oversee complex technical escalations and drive service quality across a multi-client IT environment.

This is an opportunity to combine strong technical expertise with people leadership, proactive engineering and continuous service improvement.

What you'll be doing

• Lead and develop engineers – coach, mentor and build a high-performing 3rd Line team across UK and international locations.
• Own technical escalations – provide direction on complex incidents, major incidents and root cause analysis.
• Drive operational performance – manage support queues, prioritise workloads and balance reactive support with planned engineering activity.
• Improve client environments – oversee proactive health checks, Microsoft cloud assessments, infrastructure reviews and remediation plans.
• Support service transitions – ensure new clients and services are properly documented, supportable and ready for live operations.
• Collaborate across teams – work closely with Service Desk, Professional Services, Service Delivery, Security and Account Management.
• Champion continuous improvement – improve technical standards, knowledge sharing, automation and service resilience.

What we're looking for

• Proven experience leading or supervising senior infrastructure, cloud or 3rd Line engineers, ideally within an MSP.
• Strong technical knowledge of Microsoft 365, Azure, Entra ID, Intune, Windows Server, Active Directory and hybrid infrastructure.
• Experience managing escalations, major incidents, problem management, change control and service improvement.
• A track record of coaching engineers, managing performance and balancing competing operational priorities.
• Experience with client onboarding, project handovers, technical documentation and operational readiness.
• Confident communication skills, with the ability to explain technical issues, risks and solutions to clients and stakeholders.

Desirable experience

• Microsoft certifications across Azure, Microsoft 365, security or identity.
• Exposure to managed security services, vulnerability remediation and regulated client environments.
• Experience with ITSM/PSA platforms such as ConnectWise Manage.
• Knowledge of ISO 27001, ISO 9001 and Cyber Essentials Plus.
• Experience with automation, scripting or AI-enabled service improvements.

The person we're looking for

You'll be a technically credible, approachable leader who can remain calm under pressure, make sound decisions and develop others to take ownership.

You'll be comfortable challenging the status quo, improving processes and bringing teams together to deliver a consistently high standard of service.

Interested in taking the next step in your career?

Please apply!