Job Title: 3rd Line Support Manager
Location: Belfast (Hybrid – 2 to 3 days per week in the office)
Duration: Permanent
About the Role
We are looking for an experienced and proactive 3rd Line Support Manager to lead a skilled technical support team within a major managed service contract in Northern Ireland. This is a key leadership role responsible for managing escalated technical issues, ensuring the stability of IT infrastructure, and delivering exceptional service to over 400,000 users across the education sector.
You will oversee a high-performing team, collaborate with partners and sub-contractors, and work closely with the client to maintain operational excellence. The ideal candidate combines strong technical expertise with outstanding leadership and communication skills.
Key Responsibilities
* Lead and manage a 3rd Line Support team of approximately 15 people, including performance reviews, development plans, and resource management.
* Act as the final escalation point for complex technical issues not resolved by 1st or 2nd line support.
* Oversee the resolution of critical incidents, ensuring minimal downtime and effective root cause analysis.
* Monitor and report on team performance, SLAs, and KPIs.
* Engage with the client, providing technical insight, progress updates, and innovative solutions.
* Identify service risks and support mitigation planning and delivery.
* Foster a positive, collaborative working environment and ensure consistent operational excellence.
* Participate in an on-call rota (approx. once every four weeks) with additional remuneration provided.
Essential Skills & Experience
* Proven experience in a 3rd Line or senior technical support role.
* Strong technical knowledge of Windows and Linux servers, networking, virtualization (VMware/Hyper-V), and enterprise applications.
* Understanding of identity management, Google Workspace, and Office 365 environments.
* Experience managing a team in a technical or operational environment.
* Experience with ITSM tools (e.g., ServiceNow).
Desirable Skills
* Experience with cloud platforms such as Azure or AWS.
* ITIL certification (Foundation or higher).
* 3rd level qualification in IT or Computing.
* Experience in education or large managed service environments.
Additional Information
* Hybrid working model: 2–3 days per week in Belfast office.
* On-call rotation: approx. once every four weeks (additional pay provided).
* Enhanced Access NI check required (processing time 3–6 weeks).