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2nd Line Manager
Company Description
Why Babble?
Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.
We are specialists in:
- Microsoft Modern Work
- Cybersecurity
- Contact Centre Technology
- Mobile Solutions
- Communications & Connectivity
With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.
Join us on this exciting journey and let's achieve greatness together!
About Us | Leading UK Cloud Solutions Provider | Babble
Job Description
Role Purpose
Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers to ensure consistent, high-quality escalated support. Own performance, technical quality, and service delivery across the 2nd Line function, driving accountability, process improvement, and alignment with business and customer expectations.
Key Responsibilities
- Own customer experience for escalated tickets, ensuring high-quality resolution and communication.
- Manage performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery.
- Maintain control of escalation queues, backlog, and technical quality.
- Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution.
- Regularly engage with Team Leaders to stay close to workload pressures, risks, and team challenges.
- Coach and support Team Leaders, ensuring effective leadership, development time, and structured 1-2-1s.
- Identify and drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback.
- Escalate wider service issues with clear recommendations.
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Core Competencies
- Leadership & Coaching — Develop Team Leaders through regular engagement, feedback, and support.
- Operational Awareness — Stay close to day-to-day challenges, risks, and workload pressures.
- KPI & Data-Driven Management — Use performance data to target action and improve outcomes.
- Process Ownership & Improvement — Design and refine practical, efficient service processes.
- Judgement & Decision Making — Make informed decisions and escalate appropriately.
- Communication & Alignment — Keep Team Leaders aligned and ensure service delivery meets business and customer expectations.
Technical Skills / Knowledge
- Strong understanding of 2nd Line support environments: Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity.
- Ability to assess technical quality of escalations, resolutions, and documentation.
- Confident working with 2nd/3rd Line, NOC, and Infrastructure teams on complex issues.
- Knowledge of service desk tooling, reporting, and ticketing systems.
- Awareness of problem management, RCA, and ITIL-aligned best practice frameworks.
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Qualifications
- Proven experience as a Service Desk Manager or Senior Team Leader within an MSP.
- Strong background in 2nd Line support and escalation management.
- Experience managing Team Leaders or senior technical staff.
- Demonstrable experience in KPI-driven performance management and service improvement.
Additional Information
- Annual Leave: 20 days’ paid holiday
- Public Holidays: 12 paid bank holidays
- Pension: Statutory pension provision
- Sick Leave: 20 days’ statutory sick pay
- Working Pattern: 10‑day fortnight
- Work Environment: Full‑time, office‑based role
- Parental Leave: Statutory maternity and paternity leave
The recruitment journey
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.
Direct Candidates Only
Yearly Salary: £47,000 pa
Contract Type: Permanent
Contracted Office: Wakefield Office - WF2 7AR
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