Service Desk Support Team Leader 2nd & 3rd Line
KYOCERA Document Solutions UK
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Benefits offered by this job
Job summary
KYOCERA Document Solutions UK is seeking a 2nd/3rd Line IT Service Desk Team Leader in Reading. The role combines hands-on technical work (60%) with people leadership (40%) to drive high-quality support, meet KPIs and SLAs, and lead continual service improvement.
You will lead L2/L3 analysts, manage incidents and changes, and collaborate with the SOC to remediate critical vulnerabilities, while coaching and developing the team.
Qualifications
- Experience leading technical support teams in an MSP environment.
- Strong line management and people development experience.
- Strong knowledge of Microsoft 365, Azure, Windows Server, AD, Entra ID, Intune, and Exchange Online.
- Experience supporting server, infrastructure, cloud, and networking technologies.
- Strong troubleshooting, incident management, and escalation management skills.
- Experience managing KPIs, SLAs, and operational performance.
- Strong understanding of ITIL Incident, Change, Problem, and Service Management practices.
- Experience working with IT Glue documentation and knowledge management platforms.
- Excellent communication and stakeholder management skills.
- ITSM and IT Glue administration experience.
- Experience working with Security Operations teams.
- Knowledge of vulnerability management and cyber security best practices.
- Experience with Cisco Meraki, FortiGate, and Palo Alto technologies.
- Experience with automation and service improvement initiatives.
- Experience supporting multi-customer MSP environments.
Responsibilities
- Act as the senior technical escalation point for L2 and L3 support teams.
- Provide hands-on support across Microsoft 365, Azure, Windows Server, networking, cloud, and infrastructure technologies.
- Lead major incident resolution, root cause investigations, and problem management activities.
- Drive infrastructure improvements, patch management, vulnerability remediation, and service optimisation initiatives.
- Work closely with the SOC team to ensure Critical and High vulnerabilities are remediated within agreed targets.
- Promote a Shift Left approach to improve first-time resolution and reduce unnecessary escalations.
- Ensure technical documentation, standards, processes, and knowledge articles are maintained and kept current.
- Manage team workloads, ticket queues, backlogs, and escalation paths.
- Ensure Incidents, Requests, Changes, and Problems are managed in line with ITIL best practices.
- Monitor service trends and identify opportunities to improve efficiency, service quality, and customer outcomes.
- Produce operational and management reporting as required.
- Participate in an on-call rota and support major incidents when required.
- Provide line management, coaching, mentoring, and performance management for the team.
- Conduct regular 1:1s, performance reviews, objective setting, and development planning.
- Support recruitment, onboarding, and career development activities.
- Foster a culture of accountability, collaboration, technical discipline, and continuous improvement.
Skills
Education
Tools
Job description
Location: Reading
We are looking for an experienced L2/L3 Team Leader to provide day-to-day leadership of L2 Support Analysts and L3 Systems Administrators within a Managed Services environment. This is a 60% hands-on technical and 40% management role, combining senior technical expertise with people leadership to deliver high-quality support services, achieve KPIs and SLAs, and drive continual service improvement.
- Act as the senior technical escalation point for L2 and L3 support teams.
- Provide hands-on support across Microsoft 365, Azure, Windows Server, networking, cloud, and infrastructure technologies.
- Lead major incident resolution, root cause investigations, and problem management activities.
- Drive infrastructure improvements, patch management, vulnerability remediation, and service optimisation initiatives.
- Work closely with the SOC team to ensure Critical and High vulnerabilities are remediated within agreed targets.
- Promote a Shift Left approach to improve first-time resolution and reduce unnecessary escalations.
- Ensure technical documentation, standards, processes, and knowledge articles are maintained and kept current.
- Manage team workloads, ticket queues, backlogs, and escalation paths.
- Ensure Incidents, Requests, Changes, and Problems are managed in line with ITIL best practices.
- Monitor service trends and identify opportunities to improve efficiency, service quality, and customer outcomes.
- Produce operational and management reporting as required.
- Participate in an on-call rota and support major incidents when required.
- Provide line management, coaching, mentoring, and performance management for the team.
- Conduct regular 1:1s, performance reviews, objective setting, and development planning.
- Support recruitment, onboarding, and career development activities.
- Foster a culture of accountability, collaboration, technical discipline, and continuous improvement.
- Experience leading technical support teams within a Managed Services (MSP) environment.
- Strong line management and people development experience.
- Strong technical knowledge of Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune, and Exchange Online.
- Experience supporting server, infrastructure, cloud, and networking technologies.
- Strong troubleshooting, incident management, and escalation management skills.
- Experience managing KPIs, SLAs, and operational performance.
- Strong understanding of ITIL Incident, Change, Problem, and Service Management practices.
- Experience working with technical documentation and knowledge management platforms such as IT Glue.
- Excellent communication and stakeholder management skills.
- ITSM and IT Glue administration experience.
- Experience working closely with Security Operations teams.
- Knowledge of vulnerability management and cyber security best practices.
- Experience with Cisco, Meraki, FortiGate, and Palo Alto technologies.
- Experience with automation and service improvement initiatives.
- Experience supporting multi-customer MSP environments.
- ITIL Foundation V4 (or equivalent)
- Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800/AZ-801) or equivalent Windows Server administration experience
- Microsoft 365 Administrator Expert (MS-102) or equivalent Microsoft 365 administration experience
- Cisco Certified Network Associate (CCNA) or equivalent networking experience
- Palo Alto Networks Certified Network Security Administrator (PCNSA)
- CompTIA Security+
- 25 days holiday + bank holidays
- The ability to Buy and Sell holiday
- Life Assurance (4 x base salary)
- Pension Scheme
- Employee Assistance Programme
- Coaching and Mentoring
- EyeCare - Access to money off for glasses and sight test
- Flu Jab
- Eligibility for Costco Membership
The values that underpin the Kyocera Group are the 5 C's- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.
Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.
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