3rd Line Support Manager

This role is responsible for managing escalated technical issues, overseeing the resolution of complex IT problems, and ensuring the stability and performance of our IT infrastructure., * Line management of a versatile and talent rich team that includes annual and interim

performance reviews, training plans, resource planning etc.

• Interacting with the Client on a range of forums and project groups delivering progress

updates and offering innovative solutions to problems as required

• Acting as the final escalation point for complex technical issues unresolved by 1st and

2nd line support.

• Overseeing the resolution of critical incidents, ensuring minimal downtime and effective

root cause analysis.

• Participating in the identification of risks across the managed service and with the

mitigation planning and delivery as required

• Monitoring and report on team performance, SLAs, and KPIs

• Strong technical knowledge of Windows/Linux servers, networking, virtualization

(VMware/Hyper-V), cloud platforms (Azure/AWS), Identity solutions and enterprise

applications.

• Excellent knowledge and experience in IT support, with demonstrable experience in a

3rd line or senior technical role.

In addition, you will also have:

• 3rd Level qualification in IT or Computing (an advantage)

• Experience with ITSM tools (e.g., ServiceNow).

• Excellent troubleshooting and problem-solving skills.

• Strong communication and interpersonal skills.

• ITIL certification (Foundation or higher) preferred