3rd Line Support Manager

Lorien – Belfast, Northern Ireland, United Kingdom

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 key leadership role is 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.

• 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.

• 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., Service Now).
• 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.

• 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).

• Mid‑Senior level

• Full‑time

• Customer Service

• IT Services and IT Consulting