Second Line Support Leader - Shape IT Service Quality

Hastings Direct; Bexhill-on-Sea; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Salary based on experience

4Cs benefits package

Private healthcare

Pension contribution match up to 10%

25 days annual leave + bank holidays

Job summary

Hastings Direct is seeking an experienced Technology Services Leader to own Second Line Support across the organisation. You will lead a specialist team, influence delivery and governance, and drive continuous improvement.

This is a 6‑month fixed-term contract, requiring presence at either the Bexhill or Leicester site three days a week. You will manage performance, ensure incident resolution, and champion the Hastings Way across operations, delivering high‑quality technical support for

Qualifications

• Proven leadership of a Second Line Support team.
• Experience delivering & improving IT service delivery.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead Second Line Support team and incident resolution.
• Ensure SLAs, KPIs, and quality standards are met.
• Drive service improvements and knowledge sharing between teams.
• Govern IT governance, risk, and compliance in operations.

Skills

Second Line leadership

Incident management

Stakeholder management

People leadership

ITIL

Tools

ITSM tools

Job description

Hastings Direct is seeking an experienced Technology Services Leader to own Second Line Support across the organisation. You will lead a specialist team, influence delivery and governance, and drive continuous improvement.

This is a 6‑month fixed-term contract, requiring presence at either the Bexhill or Leicester site three days a week. You will manage performance, ensure incident resolution, and champion the Hastings Way across operations, delivering high‑quality technical support for