Escalation Team Leader
IMT Resourcing Solutions
Location: London (Hybrid - 3 days in office / 2 days from home)
Salary: £50,000-£60,000 + benefits
Benefits: Hybrid working | Career progression | Technical leadership | Growing MSP environment
Our client, a leading managed IT services provider, is looking for an experienced Escalation Team Lead to lead its 3rd Line technical escalation function.
This is an excellent opportunity for a technically strong leader who enjoys remaining hands-on while mentoring and developing a team of skilled engineers. You'll play a key role in resolving complex customer issues, driving service excellence and supporting the continued growth of an ambitious organisation.
What you'll do
- Lead and develop a team of 3rd Line engineers within a busy MSP environment.
- Take ownership of complex technical escalations and major customer issues.
- Mentor and coach engineers, providing technical guidance and leadership.
- Work closely with service delivery teams to ensure exceptional customer outcomes.
- Lead by example through hands-on technical involvement and proactive problem solving.
What we're looking for
- Previous experience leading technical engineers within a Managed Service Provider (MSP).
- A hands-on leadership style with the ability to remain technically involved.
- Strong customer-facing communication and stakeholder management skills.
- Excellent technical knowledge across Microsoft technologies, cloud platforms, cybersecurity and modern workplace solutions.
- A genuine passion for coaching people and delivering outstanding customer service.
Why join?
- Join a growing and ambitious managed services business.
- Hybrid working following successful completion of probation.
- Opportunity to shape and develop a high-performing technical team.
- Work with modern technologies across cloud, cybersecurity and AI-driven solutions.
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