Second Line Support Leader

Hastings Insurance Services Limited; Bexhill-on-Sea; Presencial; GBP 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

4Cs bonus scheme

Private healthcare

Pension contribution match

Descripción de la vacante

Hastings Direct is seeking an experienced Technology Services Leader to own Second Line Support across the organisation. This 6‑month fixed term contract requires on-site presence at Bexhill or Leicester three days per week, and offers an opportunity to shape delivery, governance and continuous improvement with a hands‑on leadership style.

You will lead a specialist Second Line Support team, ensure high‑quality incident resolution, and drive improvements while modelling the Hastings Way.

Formación

• Recent demonstrable leadership or managerial experience with direct responsibility for people and performance.
• Proven Second Line experience in an IT service environment.
• Confident decision‑maker with excellent communication and stakeholder‑management skills.
• Comfortable leading teams in fast‑paced, operational environments.

Responsabilidades

• Lead and inspire the Second Line Support team, setting direction, priorities, and expectations in line with the Hastings Way.
• Line manage specialists, ensuring strong performance, engagement, and development.
• Carry out regular 1‑to‑1s, wellbeing check‑ins, performance reviews, and development conversations.
• Build resilient, high‑performing teams with a focus on succession, capability, and continuous improvement.
• Manage capacity, rotas, absence, and service continuity to meet business demand.

Conocimientos

Leadership experience

Second Line experience

Communication skills

Stakeholder management

People management

Descripción del empleo

We're looking for an experienced Technology Services Leader to take ownership of Second Line Support services across the organisation. This is a hands‑on leadership role with real influence over how technology services are delivered, governed, and continuously improved, while role‑modelling the Hastings Way. You'll be responsible for leading a specialist Second Line Support team, delivering high‑quality technical support that enables colleagues to work effectively every day. If you're a confident people leader with strong operational experience in Second Line or Desktop Support, this role offers the opportunity to make a meaningful impact. This is a 6‑month fixed term contract and you will need to be in either our Bexhill or Leicester site 3 days per week.

Leadership & People Management

• Lead and inspire the Second Line Support team, setting clear direction, priorities, and expectations in line with the Hastings Way.
• Line manage specialists, ensuring strong performance, engagement, and professional development.
• Carry out regular 1-to-1s, wellbeing check‑ins, performance reviews, and development conversations.
• Build resilient, high‑performing teams with a clear focus on succession, capability, and continuous improvement.
• Manage capacity, rotas, absence, and service continuity to meet business demand.

Second Line Support Leadership

• Lead Second Line Support services, ensuring effective triage, resolution, and escalation of incidents and requests.
• Maintain business‑as‑usual operations while managing peaks in demand and major incidents.
• Ensure SLAs, KPIs, and quality standards are consistently achieved and improved.
• Act as an escalation point for complex technical and service issues.
• Drive first time fix improvements and strong knowledge sharing between Second and First Line teams.

Operational Excellence & Continuous Improvement

• Identify inefficiencies, risks, and service gaps across Second Line Support services.
• Lead service improvement initiatives, automation, and process optimisation.
• Use data and reporting to provide insight into service performance, quality, demand, and risk.
• Support IT and business‑led projects, ensuring smooth transitions into business‑as‑usual operations.

Governance, Risk & Quality

• Ensure services are compliant with IT governance, security, audit, and regulatory requirements.
• Maintain high‑quality documentation across services and operational processes.
• Conduct assurance activities to protect data integrity and service standards.

At Hastings Direct, we're committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

• Recent, demonstrable leadership or managerial experience, with direct responsibility for people and performance.
• Proven Second Line experience in an IT service environment.
• Confident decision‑maker with excellent communication and stakeholder‑management skills.
• Comfortable leading teams in fast‑paced, operational environments.
• Salary - Attractive salary based on experience (pay reviews also completed each year)
• Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance.
• Physical Wellbeing - We like to help our colleagues take a proactive approach in keeping themselves well, that's why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
• Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
• Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in‑house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs.
• There's more! - 25 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.
• Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12‑month payment schedule, are available as soon as you have completed your probationary period.
• Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve. We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart.