Third Line IT Support Manager

VanRath; Newtownabbey; Hybrid; GBP 60,000 - 75,000; Full time

Job summary

A managed service provider in Newtownabbey seeks an experienced Third Line IT Support Manager to lead a high-performing team and oversee critical incidents. This hybrid role offers up to £75k per annum, requiring strong skills in enterprise environments and leadership. Ideal candidates will have significant experience in technical support, excellent communication skills, and a proactive mindset.

Benefits

On-call rota, paid separately

Friendly, collaborative team

Dynamic working environment

Qualifications

• Solid understanding of enterprise environments.
• Demonstrable experience in a 3rd line or senior technical support role.
• Excellent troubleshooting, communication, and analytical skills.

Responsibilities

• Lead, support, and develop a team of 3rd Line Engineers.
• Serve as the final escalation point for complex issues.
• Oversee critical incident management to minimize downtime.
• Manage ticket queues and resource planning.
• Collaborate with technical managers and stakeholders.

Skills

Identity Management

Office 365

Google Workspace (G-Suite)

Networking

Windows/Linux servers

Virtualisation (VMware/Hyper-V)

Cloud platforms (Azure preferred)

ITSM tool experience

ITIL Foundation

3rd level qualification in IT or Computing

Education

3rd level qualification in IT or Computing

Tools

ServiceNow

Job description

Third Line IT Support Manager

Location: Newtownabbey (Hybrid: 2-3 days onsite)
Salary: Up to 75k pa
Hours: Monday-Friday, 9am-5pm
Contract: Full-time, Permanent

About the Role

A well-established managed service provider with over 30 years of integration experience is seeking an experienced Third Line IT Support Manager to lead a high-performing technical support team. The Third Line IT Support Manager position offers the opportunity to take ownership of a large, complex IT environment while influencing future service improvements.

As the Third Line IT Support Manager, you will oversee a team of 15 technical specialists, manage escalated incidents, and ensure the stability and performance of a mission‑critical infrastructure. You will work closely with technical leadership, partners, and key stakeholders to maintain and enhance a comprehensive end‑to‑end support service.

This role requires someone confident, knowledgeable, and able to balance operational management with hands‑on technical oversight—making it an excellent opportunity for an experienced individual ready to step into a senior Third Line IT Support Manager capacity.

Key Responsibilities

• Lead, support, and develop a team of 3rd Line Engineers, acting as their primary Third Line IT Support Manager.

• Serve as the final escalation point for complex issues unresolved by 1st or 2nd line teams.

• Oversee critical incident management, ensuring minimal downtime and thorough root cause analysis.

• Manage ticket queues, resource planning, and workload assignment.

• Work collaboratively with technical managers, subcontractors, and stakeholders to drive operational improvements.

• Deliver updates across forums and project groups, representing the Third Line IT Support Manager function effectively.

• Monitor and report on SLAs, KPIs, and overall service performance.

• Contribute to risk identification and mitigation planning.

Technical Skills & Experience

Essential:

• Solid understanding of enterprise environments including:

  • Identity Management
  • Office 365
  • Google Workspace (G‑Suite)
  • Networking
  • Windows/Linux servers
  • Virtualisation (VMware/Hyper‑V)
  • Cloud platforms (Azure preferred)

• Demonstrable experience in a 3rd line or senior technical support role.

• Excellent troubleshooting, communication, and analytical skills.

Desirable:

• ITSM tool experience (e.g., ServiceNow).

• ITIL Foundation or higher.

• 3rd level qualification in IT or Computing.

What We’re Looking For

• A personable and confident Third Line Support Manager who can build strong relationships.

• Hands‑on, proactive, and willing to get involved when needed.

• Strong leadership skills, with the ability to motivate and develop technical staff.

• Must be able to pass an Access NI Enhanced background check.

Working Environment

• Hybrid working: approx. 2-3 days onsite.

• On‑call rota (1 in 4), paid separately.

• Friendly, collaborative team with a supportive culture.

• A dynamic environment where a Third Line IT Support Manager can make an immediate impact.

Interview Process

Stage 1: Competency and framework based interview.
Stage 2: Presentation – "Your First 100 Days in the Role"

Next Steps

For further information on this role, please apply to share your CV, or get in touch with VANRATH for a confidential chat.