Team Leader - Third Line Support

Prince Resourcing Group; Greater London; Hybride; GBP 59 000 - 72 000; Plein temps

Résumé du poste

Prince Resourcing Group is seeking a Team Leader – 3rd Line Support in London. You will lead and mentor a team of engineers, manage complex escalations, and drive improvements across Microsoft cloud and on-premise infrastructure.

You’ll collaborate with Managed Services, Professional Services and Security teams to raise service quality, reduce incidents and deliver robust, secure IT environments for clients. This role blends leadership with hands-on engineering in a dynamic MSP setting.

Qualifications

• Proven experience leading 3rd Line engineers in MSP.
• Strong Microsoft 365 and Azure knowledge.
• Solid ITIL incident and change management experience.
• Balance reactive support with proactive engineering and service improvement.
• Strong leadership and coaching skills with stakeholder management.

Responsabilités

• Lead and develop a team of 3rd Line engineers.
• Oversee escalations and major incidents.
• Drive proactive engineering initiatives and health checks.
• Shape service improvements with cross-functional teams.
• Ensure smooth transitions for new clients and services.
• Identify automation and process improvements for efficiency.
• Provide trusted technical guidance to clients and teams.
• Maintain high standards of quality, governance and service delivery.

Connaissances

Microsoft 365

Azure

Entra ID

Intune

Windows Server

Active Directory

Hybrid infrastructure

Outils

ITSM platforms

Monitoring tools

Endpoint management

Description du poste

Job Title : Team Leader – 3rd Line Support

Location : London - 3 days office based

Salary : Up to £65,000

Our client is an established IT services provider with over 30 years of experience supporting international organisations, particularly across the professional and financial services sectors. Specialising in Microsoft cloud technologies, cyber security and modern workplace solutions, the business is recognised for its technical expertise, commitment to quality and delivery of secure, innovative solutions.

The Opportunity

This is an exciting opportunity to lead a talented team of infrastructure and cloud engineers within a progressive Managed Services environment, combining technical expertise with people leadership, service improvement and operational ownership.

You'll play a key role in shaping how advanced technical support is delivered, developing engineering capability, driving service quality and helping clients get the very best from their IT environments. With exposure to complex Microsoft cloud and infrastructure technologies, proactive engineering initiatives and cross-functional projects, this is a role where you can make a genuine impact rather than simply manage a ticket queue.

Working alongside teams across Managed Services, Professional Services, Security and Service Delivery, you'll have the opportunity to influence technical standards, improve operational processes and build a high-performing team.

What You'll Be Doing

• Lead and inspire: Coach and develop a team of 3rd Line engineers, building technical capability, accountability and a strong culture of collaboration and knowledge sharing.
• Drive technical excellence: Oversee complex escalations and major incidents, guiding investigations, root cause analysis and long-term remediation.
• Shape service improvement: Lead proactive engineering initiatives, infrastructure health checks and cloud assessments that improve resilience, security and client experience.
• Influence service delivery: Work closely with technical and client-facing teams to improve service quality, resolve recurring issues and deliver meaningful improvements.
• Make transitions successful: Help bring new clients and services into Managed Services, ensuring solutions are supportable, well documented and operationally ready.
• Develop smarter ways of working: Identify opportunities for automation, standardisation and process improvement to make support more efficient and scalable.
• Build strong client relationships: Provide trusted technical guidance, communicate complex issues clearly and help turn technical challenges into practical business solutions.
• Own operational performance: Balance escalations, planned engineering and proactive commitments while maintaining high standards of quality, governance and service delivery.

What We're Looking For

• Proven experience leading or supervising senior infrastructure, cloud or 3rd Line engineers within an MSP or similar multi-client IT environment.
• Strong technical knowledge across Microsoft 365, Azure, Entra ID, Intune, Windows Server, Active Directory and hybrid infrastructure.
• A solid understanding of incident, problem, change and escalation management within an ITIL-aligned environment.
• Experience balancing reactive support with proactive engineering, technical projects and service improvement.
• Confidence managing complex technical issues, conducting root cause analysis and driving lasting resolutions.
• Strong people leadership skills, with a genuine interest in coaching engineers and developing future technical talent.
• Excellent communication and stakeholder-management skills, with the ability to build credibility with both technical teams and clients.
• Experience with ITSM/PSA platforms, monitoring, documentation and endpoint management tools.
• Microsoft certifications across Azure, Microsoft 365, security, identity or endpoint management.
• Experience with managed security, vulnerability remediation or security incident coordination.
• Exposure to regulated or high-expectation client environments.
• Experience with automation, scripting and proactive service delivery programmes.
• Familiarity with ISO 27001, ISO 9001 and Cyber Essentials Plus.
• Experience leading or collaborating across UK and offshore teams.

Why Consider This Role?

• Real leadership influence: Shape team performance, develop engineers and help establish high technical standards.
• Technical variety: Work across modern Microsoft cloud, infrastructure, identity and endpoint technologies in a multi-client environment.
• Opportunity to innovate: Drive automation, proactive engineering and service improvement rather than focusing solely on reactive support.
• Broad business exposure: Partner with multiple technical and client-facing functions, gaining visibility beyond the 3rd Line team.
• Career development: Build your experience across people leadership, technical assurance, operational strategy and service delivery.