3rd Line Support Team Leader

About the role

We are looking for an experienced Managed Service Provider (MSP) professional to lead our 3rd line support team at our Ellesmere Port office. The role will oversee the service desk handling incidents, problems, service and change requests while ensuring high‑quality technical delivery.

Key responsibilities

• Perform server administration, Active Directory management, patching and backup restoration.
• Lead network troubleshooting and configure advanced firewalls, site‑to‑site VPNs and ADVPN.
• Deploy and configure VOIP and advanced telephony solutions.
• Implement security best practices, monitor endpoint protection and respond to security incidents.
• Mentor junior team members, provide knowledge sharing and escalation guidance.
• Produce documentation, maintain change control compliance and create technical guides.

Required profile

• Minimum 3 years experience in a Managed Service Provider environment delivering 3rd line support.
• Proven ability to lead and coach a service desk team.
• Relevant certifications (e.g., Microsoft, Fortinet, CompTIA) are advantageous.
• Eligible to work in the United Kingdom.
• Strong communication skills and a customer‑focused attitude.

Required skills

• Server administration (Windows Server)
• Active Directory management
• Patch management and backup restoration
• Network troubleshooting and firewall configuration
• Site‑to‑site VPN and ADVPN setup
• VOIP and telephony system configuration
• Azure and endpoint management
• Security incident response and vulnerability management

What we offer

• Free onsite parking
• Company pension scheme and health insurance
• Paid industry certifications
• Team events and a supportive work environment