3rd Line Team Leader

3rd Line Team Leader
Northampton | £45,000–£55,000 + Benefits

Join a leading IT service providers delivering managed IT, cloud, connectivity, security, and support services to businesses across multiple sectors. In this role, you’ll lead a team of 3rd Line Engineers, supporting the Head of Service Desk to drive SLA and XLA performance, manage escalations, and enhance processes to deliver an exceptional customer experience. You’ll also coach and develop team members, oversee incident ownership, and collaborate across technical functions to maintain service excellence and continuous improvement.

What’s on offer:
Hybrid working (3 days in / 2 days remote after probation), 25–30 days holiday + bank holidays (rising with tenure), optional 2 weeks unpaid leave, subsidised healthcare and medical benefits, modern workspace with top-tier tech, social events and incentives, and structured training and progression within a leading European IT provider.

What we’re looking for:

* Experience leading or mentoring technical teams within a Managed Service Provider (MSP) environment

* Strong technical knowledge across Networking, Server, Storage, Hardware, Security, Cloud, and Modern Workplace technologies

* Relevant certifications such as VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, or VMCE (desirable)

* Hands-on experience managing incidents, escalations, and SLA-driven environments

* Ability to improve processes, coordinate workloads, and ensure service delivery excellence

If you’re an experienced Team Lead or 3rd Line Engineer looking to step up into a leadership role within a forward-thinking IT services organisation, this position offers the autonomy, variety, and progression to make a real impact