Third Line IT Support Manager

A well-established managed service provider with over 30 years of integration experience is seeking an experienced Third Line IT Support Manager to lead a high-performing technical support team. The Third Line IT Support Manager position offers the opportunity to take ownership of a large, complex IT environment while influencing future service improvements.

As the Third Line IT Support Manager, you will oversee a team of 15 technical specialists, manage escalated incidents, and ensure the stability and performance of a mission-critical infrastructure. You will work closely with technical leadership, partners, and key stakeholders to maintain and enhance a comprehensive end-to-end support service.

This role requires someone confident, knowledgeable, and able to balance operational management with hands-on technical oversight - making it an excellent opportunity for an experienced individual ready to step into a senior Third Line IT Support Manager capacity., * Lead, support, and develop a team of 3rd Line Engineers, acting as their primary Third Line IT Support Manager.

• Serve as the final escalation point for complex issues unresolved by 1st or 2nd line teams.
• Oversee critical incident management, ensuring minimal downtime and thorough root cause analysis.
• Manage ticket queues, resource planning, and workload assignment.
• Work collaboratively with technical managers, subcontractors, and stakeholders to drive operational improvements.
• Deliver updates across forums and project groups, representing the Third Line IT Support Manager function effectively.
• Monitor and report on SLAs, KPIs, and overall service performance.
• Contribute to risk identification and mitigation planning.

• Solid understanding of enterprise environments including:

• Identity Management
• Office 365
• Google Workspace (G-Suite)
• Networking
• Windows/Linux servers
• Virtualisation (VMware/Hyper-V)
• Cloud platforms (Azure preferred)

• Demonstrable experience in a 3rd line or senior technical support role.
• Excellent troubleshooting, communication, and analytical skills.

Desirable:

• ITSM tool experience (e.g., ServiceNow).
• ITIL Foundation or higher.
• 3rd level qualification in IT or Computing., * A personable and confident Third Line Support Manager who can build strong relationships.
• Hands-on, proactive, and willing to get involved when needed.
• Strong leadership skills, with the ability to motivate and develop technical staff.
• Must be able to pass an Access NI Enhanced background check.

• Hybrid working: approx. 2-3 days onsite.
• On-call rota (1 in 4), paid separately.
• Friendly, collaborative team with a supportive culture.
• A dynamic environment where a Third Line IT Support Manager can make an immediate impact.