Second Line Support Leader

Hastings Direct; Bexhill-on-Sea; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Bonus scheme

Private healthcare

Pension contribution match up to 10%

4Cs benefits package

Job summary

Hastings Direct is seeking a Technology Services Leader to own the Second Line Support function across the organisation. This is a hands-on leadership role with responsibility for performance, governance and continuous improvement, while role-modelling the Hastings Way.

You’ll lead a specialist team, set direction, manage capacity and ensure high quality technical support that enables colleagues to work effectively every day.

Qualifications

• Proven leadership of a Second Line IT support team.
• Strong experience in IT service delivery and governance.
• Excellent stakeholder management and communication skills.

Responsibilities

• Lead and develop the Second Line Support team, ensuring high performance and continuous development.
• Oversee triage, resolution and escalation of incidents and requests with strong incident management.
• Drive service improvements, automation and process optimisation using data and KPI insights.
• Ensure governance, risk, security and regulatory requirements are met; maintain quality documentation.

Skills

Leadership

Second Line Support

People Management

ITIL

Stakeholder Management

Tools

ITIL

Incident Management

Job description

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.

About the role

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.

About you

• 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.
• Unfortunately we are unable to progress with candidates that require sponsorship at this time.

What we offer

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.

• Reward 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.

Wetreat customerslike we want to be treated – fairly, respectfully and with their best interests at heart.

Hastings Group is an equal opportunities employer which means we treat people fairly.

We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

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.

Job posting end date: 30/08/2026

Hastings Direct is a fast growing, agile, digitally focused general insurance provider of products and services to over 4 million customers in the UK, employing over 4,600 colleagues.

Our vision – to be the best and biggest digital insurance provider in the market. It's our attitude and the way we run our business that makes us different.

We focus on getting it right for our colleagues, customers, company and community.

It's a dynamic, flexible, fun and constantly changing environment.

You’ll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in and have fun along the way.