Second Line Support Leader

hastingsdirect; Bexhill-on-Sea; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

Hastings Direct is seeking an experienced Technology Services Leader to own Second Line Support across the organisation. This hands-on leadership role oversees a specialist team, delivering high-quality technical support while modelling the Hastings Way.

You'll lead triage, resolution and escalation, ensuring SLAs and quality, and driving continuous improvement with data-led decisions. Fixed-term 6 months, based at Bexhill or Leicester sites three days a week.

Qualifications

• Recent, demonstrable leadership or managerial experience with 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.

Responsibilities

• Lead the Second Line Support team with clear direction, priorities and Hastings Way.
• Line manage specialists and conduct regular 1-to-1s, reviews and development conversations.
• Ensure triage, resolution and escalation of incidents; maintain BAU operations.
• Drive first-time fix, knowledge sharing and service improvement initiatives.
• Use data to monitor performance, risks and service quality; support project transitions.

Skills

Second Line Support

Leadership

Stakeholder management

Decision making

Communication

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 f irst t ime f ix 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, disc