3rd Line Support Team Leader

TipTopJob; Ellesmere Port; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Free onsite parking

Company pension and health insurance

Paid industry certifications

Team events

Job summary

TipTopJob in the United Kingdom is seeking an experienced MSP professional to lead the service desk on a day-to-day basis. You will manage incidents, problems, service and change requests, mentoring the team and driving best practices.

This role demands strong Microsoft server, Azure and networking skills, VOIP and security know-how, with a people-first approach to coaching and delivering reliable client IT services.

Qualifications

• Minimum 3+ years in a Managed Service environment delivering IT support.
• Strong Microsoft server, Azure and endpoint management experience.
• Advanced networking: firewalls, site-to-site VPNs, network topologies, ADVPN.
• VOIP and telephony systems knowledge.
• Security: phishing response, incident escalation, vulnerability management, Cyber Essentials

Responsibilities

• Lead service desk daily operations and mentor junior team members.
• Perform server administration, AD management, patching, and backup restoration.
• Lead network troubleshooting and advanced firewall configurations, VPN, and ADVPN.
• Handle VOIP deployments and advanced telephony configurations.
• Implement security best practices, monitor endpoint protection, and respond to incidents.
• Produce high:quality documentation, change control compliance, and technical guides.

Skills

MSP experience

Team leadership

Incident management

Problem solving

Tools

Microsoft Server

Azure

Active Directory

VPN

Firewalls

VOIP

Job description

Our clients are trusted partners for a variety of services such as connectivity, applications, hardware, security, and disaster planning. They are a people first business, and this shines through in everything they do.

You MUST be from an MSP background and used to the daily workload.

Overview

They are seeking a an experienced and comfortable MSP professional to lead the service desk on a day to day basis. The service desk is responsible for Incidents, Problems, Service and Change requests. They Manage, Monitor and Support all client services through the Service Desk, this is therefore a key role. You will need not only the technical skills to problem solve but also coach, lead and support the rest of the team with confidence.

They are an MSP in all the ways you will expect. There are no ceilings to this role or goals for personal development.

Responsibilities

• Perform server administration, Active Directory management, patching, and backup restoration.
• Lead network troubleshooting and advanced firewall configurations, VPN, and ADVPN.
• Handle VOIP deployments and advanced telephony configurations.
• Implement security best practices, monitor endpoint protection, and respond to incidents.
• Mentor and support junior team members, providing knowledge sharing and escalation guidance.
• Produce high:quality documentation, change control compliance, and technical guides.

Skills And Experience

• 3+ years in Managed Service environment delivering IT support / 3rd line
• Strong Microsoft server, Azure, and endpoint management experience.
• Advanced networking: firewalls, site:to:site VPNs, network topologies, ADVPN.
• VOIP and telephony systems knowledge.
• Security: phishing response, incident escalation, vulnerability management, Cyber Essentials
• Holding of industry recognised certification such as: Microsoft, Fortinet, Comp TIA is advantageous

Benefits

• Free onsite parking
• Company pension and health insurance
• Paid industry certifications
• Team events

ALL APPLICANTS MUST BE FREE TO WORK IN THE UK

Please note that no terminology in this advert is intended to discriminate on any grounds, and we confirm that we will gladly accept applications from any person for this role.