3rd Line Team Leader

IMT Resourcing Solutions; Birmingham; On-site; GBP 50,000 - 55,000; Full time

Job summary

IMT Resourcing Solutions is seeking a hands-on 3rd Line Team Leader/Senior Engineer for a hybrid UK role. You will lead a small team of engineers, manage a queue of escalations, and act as the senior escalation point for high-priority incidents.

The role demands strong Microsoft 365/Azure experience, solid networking and cloud knowledge, and a proactive approach to automation and knowledge sharing. Salary ranges from £50,000 to £55,000 per year.

Qualifications

• Proven hands-on experience as a 3rd Line Team Leader or Senior Engineer within an MSP.
• Strong experience supporting Microsoft infrastructure, M365, Azure and modern workplace tech.
• Excellent networking, cloud and cybersecurity knowledge.
• Experience managing complex escalations within SLA-driven environments.
• Mentoring or leading a small team of technical engineers.
• Strong troubleshooting, communication and customer management skills.
• Proactive on automation, scripting and knowledge sharing.
• Interest in emerging technologies, including AI, with continual learning mindset.

Responsibilities

• Lead and mentor a small team of 3rd Line Escalation Engineers.
• Manage own queue of complex 3rd Line tickets and customer escalations.
• Act as senior technical escalation point for high-priority incidents.
• Ensure tickets are managed within SLAs and service standards.
• Carry out ticket quality audits and coaching opportunities.
• Keep customers informed throughout ticket lifecycle.
• Create and maintain technical documentation and knowledge base articles.
• Drive service improvements through automation, scripting and process optimization.
• Collaborate with Service Desk, Procurement and Account Management for seamless experience.
• Conduct regular one-to-one meetings, performance reviews and onboarding for new team members.
• Monitor KPIs, workload and team performance; support resource planning.

Skills

3rd Line Team Leader

Senior Engineer

MSP experience

Escalation management

Mentoring / Leadership

Networking & cloud knowledge

Automation & Scripting

Customer management

AI interest

Tools

Microsoft 365

Azure

Office 365

Job description

Salary: £50,000 - 55,000 per year

Requirements:

• Proven experience as a hands-on 3rd Line Team Leader or Senior Engineer within an MSP environment.
• Strong experience supporting complex Microsoft infrastructure, Microsoft 365, Azure, and modern workplace technologies.
• Excellent networking, cloud, and cybersecurity knowledge.
• Experience managing complex technical escalations within SLA-driven environments.
• Previous experience mentoring or leading a small team of technical engineers.
• Strong troubleshooting, communication, and customer management skills.
• A proactive approach to continuous improvement, automation, and knowledge sharing.
• An interest in emerging technologies, including AI, with a commitment to continual learning.

Responsibilities:

• Lead and mentor a small team of 3rd Line Escalation Engineers.
• Manage our own queue of complex 3rd Line support tickets and customer escalations.
• Act as the senior technical escalation point for high-priority incidents.
• Ensure tickets are managed within agreed SLAs and service standards.
• Carry out ticket quality audits and identify coaching and development opportunities.
• Keep customers informed throughout the lifecycle of their support requests.
• Create and maintain technical documentation and knowledge base articles.
• Drive service improvements through automation, scripting, and process optimisation.
• Work closely with Service Desk, Procurement, and Account Management teams to ensure a seamless customer experience.
• Conduct regular one-to-one meetings, performance reviews, and onboarding for new team members.
• Monitor KPIs, workload, and team performance while supporting resource planning.

Technologies:

• AI
• Azure
• Cloud
• Support
• Microsoft 365
• Office 365

More:

We are a leading managed IT services provider looking to appoint a hands-on 3rd Line Team Leader in London with hybrid working. This is a true technical leadership role where you will stay close to the technology while leading a small team of experienced engineers. We offer a salary of £50,000 to £55,000, hybrid working following successful probation, ongoing technical training, professional development, leadership opportunities, and genuine career progression within a growing business.