2nd Line Service Desk Team Leader

Location: Urmston

About the job you’re considering

An exciting opportunity to lead a team of skilled 2nd Line Engineers supporting multiple high-profile clients within the Capgemini portfolio. As a 2nd Line Service Desk Team Leader, you will combine technical understanding with people leadership, overseeing the resolution of complex incidents and service requests while driving service excellence across the team. You will act as a key escalation point, support continuous improvement initiatives, and help develop a high-performing support function focused on delivering exceptional customer outcomes.

Hybrid working:
The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role Reporting to an Operations Manager, your responsibilities will include:

Lead and motivate the 2nd Line Support team, ensuring delivery targets, SLAs, and service quality standards are consistently achieved.

Manage escalated incidents and service requests, providing hands-on support for complex or high-priority issues when required.

Act as the technical escalation point for the team, working closely with 3rd Line teams and Operations Management.

Manage team performance through regular coaching, one-to-ones, quality reviews, and feedback sessions.

Drive continual service improvement through root cause analysis, reduction of repeat incidents, and promotion of knowledge sharing and best practice.

Provide day-to-day leadership and workload management for a team of up to fifteen 2nd Line Engineers and Analysts.

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Your skills and experience

Experience leading or mentoring technical support teams within a Service Desk or IT support environment.

Strong technical troubleshooting skills across end-user computing, infrastructure, and enterprise systems.

Experience managing escalations, major incidents, and complex problem resolution.

Excellent communication and stakeholder management skills, with the ability to build effective relationships with colleagues and customers.

Resilient and adaptable approach, with a focus on service excellence, continuous improvement, and operational efficiency.

Knowledge of ITIL practices, including Incident, Problem, and Change Management, is desirable.

We are a Disability Confident Employer Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

Declare they have a disability, andMeet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance and pre-employment checks

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)
Some roles will also require an additional level of security clearance:

Security Check (SC) Clearance:

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real – what does it mean for you?

Flexibility to work your wayYou will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we…