2nd Line Manager

Responsibilities

• Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers
• Own customer experience for escalated tickets, ensuring high-quality resolution and communication
• Manage performance, KPIs, and output of the 2nd Line function to ensure consistent SLA delivery
• Maintain control of escalation queues, backlog, and technical quality
• Coach and support Team Leaders through regular engagement and structured 1-2-1s
• Identify and drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback

Requirements

• 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
• Strong understanding of Microsoft 365, Windows Server, Networking, and Endpoint management
• Knowledge of ITIL-aligned best practice frameworks

About the Company

Babble is a Customer Experience-led growth business and a leading UK Cloud Solutions Provider. We specialize in empowering businesses with solutions including Microsoft Modern Work, Cybersecurity, Contact Centre Technology, and Mobile Solutions.