Line Support (Team Lead)

Our client, a large UK charitable social enterprise, is looking for a 3rd Line Senior Service Desk Analyst to provide high-level technical support and act as a supervisory escalation point for the 1st and 2nd Line teams. This role reports into the Digital & Technology Support Manager and plays a key part in ensuring stable, secure, and well-supported enterprise systems across a complex multi-site environment.

2. About the Organisation (Anonymous)

Our client is a not-for-profit social enterprise with a national footprint. Their mission focuses on improving physical, mental, and social wellbeing across local communities. They reinvest surplus into:

• Improving facilities and operations
• Developing people and local employment pathways
• Supporting community initiatives and athletes
• Delivering accessible programmes for all ages and abilities

They aim to be the UK's leading social enterprise in their sector, with strong values around sustainability, inclusion, community impact, and customer experience. These values shape the responsibilities and expectations of this role., * Deliver excellent customer service for escalated technical issues, and ensure 1st/2nd Line teams uphold the same standards

• Take ownership of complex problem tickets and manage resolution end-to-end
• Provide in-depth troubleshooting and share knowledge with the wider support team
• Act as the internal escalation point to third-party software suppliers
• Manage and adhere to SLAs across support operations
• Maintain productive relationships with external support teams and service vendors
• Review and maintain application documentation within the knowledge base
• Assess business processes and implement automation where appropriate
• Act as the organisation's Microsoft 365 Administrator, focusing on user management, configuration and compliance
• Ensure strong security practices around authentication and password policies
• Communicate clearly with internal stakeholders and user groups
• Support incident management during business-critical events
• Work flexibly to meet operational demand (occasional evenings/weekends)

4. Key Working Relationships

• Reports to the Service Desk Manager
• Works closely with Field Support, Project Delivery and the wider Digital & Technology function
• Collaborates across operational teams and support services
• Builds positive working relationships with colleagues across all sites and departments
• Engages constructively with external partners and local authority stakeholders as required

5. Behavioural Expectations

Our client looks for people who:

• Understand the purpose and values of a social enterprise
• Provide excellent customer experiences and act as positive ambassadors
• Contribute to sustainability efforts and responsible working practices
• Support a collaborative, inclusive, and community-minded culture
• Bring forward ideas and help improve processes and service quality
• Take pride in supporting an organisation that directly impacts community wellbeing

• 5+ years in technical support roles
• Experience supervising or leading support teams
• Strong Microsoft 365 administration skills
• Experience implementing or supporting automation
• Ability to manage multiple priorities under pressure
• Excellent interpersonal, written and verbal communication skills
• Strong attention to detail
• Experience supporting SaaS platforms

Desirable

• M365 Certified Administrator
• Additional Microsoft certifications
• ITIL Foundation certification
• Experience with PowerShell scripting / Power Apps