3rd Line Team Leader

Reboot Recruit Ltd; Northampton; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading IT service provider in Northampton seeks a 3rd Line Team Leader to manage and mentor a team of 3rd Line Engineers. This role involves improving service delivery and handling escalations while working in a hybrid environment. The ideal candidate will have strong technical knowledge and the ability to drive exceptional customer experiences. With competitive pay and benefits, this position offers opportunities for growth within a forward-thinking organisation.

Benefits

25-30 days holiday

Subsidised healthcare and medical benefits

Structured training and progression

Qualifications

• Experience in a Managed Service Provider (MSP) environment.
• Strong technical background in multiple IT areas.
• Certifications are a plus but not required.

Responsibilities

• Lead a team of 3rd Line Engineers to improve service.
• Manage escalations and ensure SLA performance.
• Enhance processes for customer experience.

Skills

Experience leading or mentoring technical teams

Strong technical knowledge (Networking, Server, Storage, etc.)

Hands-on experience managing incidents and escalations

Ability to improve processes and ensure service delivery excellence

Tools

VCP

MS102

AZ104

AZ305

CCNA

CCNP-ENT

JNCIS-ENT

VMCE

Job description

3rd Line Team Leader

Northampton | £45,000-£55,000 + Benefits

Join a leading IT service providers delivering managed IT, cloud, connectivity, security, and support services to businesses across multiple sectors. In this role, you'll lead a team of 3rd Line Engineers, supporting the Head of Service Desk to drive SLA and XLA performance, manage escalations, and enhance processes to deliver an exceptional customer experience. You'll also coach and develop team members, oversee incident ownership, and collaborate across technical functions to maintain service excellence and continuous improvement.

What's on offer

Hybrid working (3 days in / 2 days remote after probation), 25-30 days holiday + bank holidays (rising with tenure), optional 2 weeks unpaid leave, subsidised healthcare and medical benefits, modern workspace with top‑tier tech, social events and incentives, and structured training and progression within a leading European IT provider.

What we're looking for

• Experience leading or mentoring technical teams within a Managed Service Provider (MSP) environment
• Strong technical knowledge across Networking, Server, Storage, Hardware, Security, Cloud, and Modern Workplace technologies
• Relevant certifications such as VCP, MS102, AZ104, AZ305, CCNA, CCNP-ENT, JNCIS-ENT, or VMCE (desirable)
• Hands‑on experience managing incidents, escalations, and SLA-driven environments
• Ability to improve processes, coordinate workloads, and ensure service delivery excellence

If you're an experienced Team Lead or 3rd Line Engineer looking to step up into a leadership role within a forward-thinking IT services organisation, this position offers the autonomy, variety, and progression to make a real impact