3rd Line Team Leader

PSU Technology Group Ltd; Bridgnorth; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a 3rd Line Team Leader, where you'll provide expert IT consultancy and support. This role involves managing a dedicated team, ensuring service level agreements are met, and fostering strong client relationships. You'll also have the opportunity to test new technologies, train new employees, and contribute to ongoing projects. If you thrive in a dynamic environment and are passionate about delivering exceptional customer service, this position is perfect for you. Be part of a team that values your expertise and supports your professional growth.

Qualifications

• Proven experience in IT support and team leadership roles.
• Excellent communication skills for engaging with clients.

Responsibilities

• Provide IT consultancy services and support to clients.
• Manage tickets, prioritize tasks, and maintain client relationships.

Skills

IT Support

Team Leadership

Communication Skills

Customer Service

Troubleshooting

Job description

Join to apply for the 3rd Line Team Leader role at PSU Technology Group Ltd

Company Overview

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £113m turnover and a focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 86 for March 2025. Its services are supported by FluidOne’s national fibre network, Platform One, the most connected network in the UK. FluidOne employs 520 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

Services & Client Base

FluidOne supports 2400 customers, including 200 channel resellers, offering connectivity, SD-WAN, cybersecurity, IT managed services, mobile, IoT, UCaaS, and CCaaS. It caters to SME, mid-market, and enterprise clients, designing solutions that complement their in-house IT structures, simplifying complex hybrid multi-site environments for secure, remote access to business applications.

Leadership & Strategy

Led by CEO Russell Horton and co-founder Chris Rogers, with CFO Graham Dickie, the management team is backed by Livingbridge to support long-term growth strategies.

Key Responsibilities

• Provide IT consultancy services to Orca clients.
• Support clients and colleagues promptly, adhering to support contracts.
• Offer reactive and proactive technical support and incident management, including system monitoring, installation, fault diagnosis, troubleshooting, hardware replacement, and application updates.
• Manage tickets, prioritize tasks, and establish strong client relationships.
• Escalate issues appropriately and own tickets until resolution.
• Travel to client sites or other locations as needed, including out-of-hours support.

Higher-Level Responsibilities

• Test and evaluate new technologies and processes.
• Train new employees and act as an escalation point.
• Conduct root cause analysis and manage project work.
• Maintain technical documentation and stay informed on ongoing projects.

Team Leadership

• Monitor workloads and ensure SLAs are met.
• Help team members organize workflows and set goals.
• Manage team availability and prioritize work.
• Identify development opportunities and onboard new team members.

Qualifications & Requirements

• Excellent communication skills, capable of engaging with all levels of clients.
• Ability to work under pressure, meet deadlines, and deliver excellent customer service.
• Proven experience in IT support and team leadership roles.

Additional Requirements

• Adherence to ISO management and data security systems.
• Regular, punctual attendance and effective communication skills.
• Ability to multitask and remain professional under stress.

Application Process

Send your CV and cover letter to [e-mail] with the job title as the subject.

FluidOne is an equal opportunities employer.