2nd Line Service Desk Team Leader

2nd Line Service Desk Team Leader

Location:

Based from our Newcastle office with hybrid remote working flexibility.

Annual salary: 28000 to 36000 depending on skills & experience

Cybit

We’re a team of passionate professionals dedicated to delivering positive business outcomes. Our technology propositions are led by data intelligence and AI to ensure that our customers can operate confidently with the right digital workspace security cloud solutions and managed services. We are motivated by a single belief that if we do our jobs right for our customers we can make a positive difference to the people and world around us;

by helping businesses achieve greater productivity and resilience through the right technology implementation and management and supporting essential public sector organisations to deliver on the critical work they do.

Joining Cybit means becoming part of a dynamic and outcome-focused team that spans locations in Berkshire and Newcastle. Our team of over 100 people values each other first and foremost and respects the talent, ideas and skills we can contribute to making Cybit a special and rewarding place to work.

At Cybit you are recognised and valued and you can make a real difference to how our company delivers and is viewed as a brand.

If you’re looking for a challenging and fulfilling career in technology Cybit is the place for you. Together we will create a safer more resilient future for everyone.

As a 2nd Line Team Leader you’ll play a critical role in our customers support experience. Your team will be the first escalation point of tickets from the 1st line support team.

You will be responsible for overseeing the day‑to‑day operation of the 2nd Line team and working closely with the other team leaders to enable smooth escalation of incidents.

The role of a 2nd Line Team Leader is pivotal in the growth of engineers and the swift resolution of some of our customers’ more complex IT issues.

• Proven experience in a service desk or similar IT support environment with supervisory or mentoring responsibilities.
• Strong hands‑on technical support skills across :
• Windows Server administration and troubleshooting
• Cloud platforms (AWS Azure)
• Networking fundamentals and configuration
• ITIL-based processes for incident, problem and change management
• Backup systems and disaster recovery procedures
• Microsoft 365 Suite (exchange mail filtering)
• Security best practices and threat awareness
• A logical methodical approach to diagnosing and resolving complex incidents and service requests.
• Excellent customer service and communication skills with a track record of effectively supporting remote users and managing escalations.
• The ability to lead by example ensuring service excellence while coaching and developing 2nd line engineers.

Happy people make happy businesses. We have a great range of flexible benefits which helps you to do your best work every day. This includes :

• Pension scheme
• 33 days annual leave including bank holidays (and the opportunity to buy more if desired)
• Healthcare cash plan
• Private medical insurance
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme
• Occupational sick pay

Cybit is passionate about having a diverse workforce by encouraging equality diversity and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.

Full‑Time

years

1