Second Line Support Leader

We’re looking for an experienced Technology Services Leader to take ownership of Second Line Support services across the organisation. This is a hands‑on leadership role with real influence over how technology services are delivered, governed, and continuously improved, while role‑modelling the Hastings Way. You’ll be responsible for leading a specialist Second Line Support team, delivering high‑quality technical support that enables colleagues to work effectively every day.

If you’re a confident people leader with strong operational experience in Second Line or Desktop Support, this role offers the opportunity to make a meaningful impact. This is a 6‑month fixed term contract and you will need to be in either our Bexhill or Leicester site 3 days per week.

Lead and inspire the Second Line Support team, setting clear direction, priorities, and expectations in line with the Hastings Way. Line manage specialists, ensuring strong performance, engagement, and professional development. Carry out regular 1‑to‑1s, wellbeing check‑ins, performance reviews, and development conversations. Build resilient, high‑performing teams with a clear focus on succession, capability, and continuous improvement. Manage capacity, rotas, absence, and service continuity to meet business demand.

Lead Second Line Support services, ensuring effective triage, resolution, and escalation of incidents and requests. Maintain business‑as‑usual operations while managing peaks in demand and major incidents. Ensure SLAs, KPIs, and quality standards are consistently achieved and improved. Act as an escalation point for complex technical and service issues. Drive first time fix improvements and strong knowledge sharing between Second and First Line teams.

Identify inefficiencies, risks, and service gaps across Second Line Support services. Lead service improvement initiatives, automation, and process optimisation. Use data and reporting to provide insight into service performance, quality, demand, and risk. Support IT and business‑led projects, ensuring smooth transitions into business‑as‑usual operations.

Ensure services are compliant with IT governance, security, audit, and regulatory requirements. Maintain high‑quality documentation across services and operational processes. Conduct assurance activities to protect data integrity and service standards.

Recent, demonstrable leadership or managerial experience, with direct responsibility for people and performance. Proven Second Line experience in an IT service environment. Confident decision‑maker with excellent communication and stakeholder‑management skills. Comfortable leading teams in fast‑paced, operational environments. Unfortunately we are unable to progress with candidates that require sponsorship at this time.

Join us and you’ll find a different way of doing things. We call it the 4

Cs. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.

• Reward Salary – Attractive salary based on experience (pay reviews also completed each year)
• Competitive Bonus Scheme
  - All colleagues are eligible for our annual 4
  
  Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance.
• Physical Wellbeing – We like to help our colleagues take a proactive approach in…