2nd line manager Work, Jobs in Sheffield, Syk (with Salaries)

2nd Line Manager
Babble Cloud —Wakefield
- Full-time
- Annual leave
- Sick pay
Quick apply
Transport Team Manager
NEXT —Rotherham
- Full-time
- Microsoft Word
- Microsoft Excel
- Computer literacy
- Free parking
- Employee discount
Sales Manager
NEXT —Sheffield
- From £16,409 a year
- Part-time
- Employee discount
10d
Regional Sports Services Officer (UK Sports Institute)
UK Sports Institute —Sheffield
- £37,951 a year
- Full-time
5d
Occupational Health Advisor
NEXT —Rotherham
- £50,221 a year
- Full-time
- Communication skills
- Free parking
- Employee discount
6d
In-Store VM Manager- Sheffield Meadowhall
NEXT —Sheffield
- Full-time
- Microsoft Outlook
- Analysis skills
- Travel
2d
Loss Prevention Officer
NEXT —Rotherham
- £13.13 an hour
- 12 hour shift
- Communication skills
- Free parking
- Employee discount
4d
Transaction Manager- D M Keith Changan/Subaru Sheffield (formerly Europa)
D. M. Keith —Sheffield
- £30,000 a year
- Full-time
- Sales
- Customer service
- Annual leave
- Flexible schedule
Quick apply
Nursery Manager
Birkdale School —Sheffield
- £38,000 - £40,000 a year
- Full-time
- Organisational skills
- IT
- Leadership
- Free parking
- Health & wellbeing programme
Quick apply
6d
Delivery Manager
NEXT —Wakefield
- From £14,509 a year
- Part-time
- Employee discount
Home Customer Service Advisor
NEXT —Doncaster
- £13.29 an hour
- Part-time
- Customer service
- Computer skills
- Free parking
- Work from home
IT Support Engineer
HSL Chairs —Batley
- £30,000 a year
- Weekend availability
- Windows
- Microsoft Office
- SQL
- Employee assistance programme
- Employee discount
Quick apply
13d
Assistant Category Buyer
NEXT —Pontefract
- Full-time
- Communication skills
- Time management
- Free parking
- Employee discount
Transport Coordinator
NEXT —Pontefract
- £13.46 an hour
- Full-time
- Microsoft Excel
- Customer service
- Microsoft Office
- Free parking
- Employee discount
9d
Transport Compliance, Systems & Process Trainer
NEXT —Pontefract
- £16.81 - £17.82 an hour
- Full-time
- Free parking
- Employee discount
5d
Alternative Education Tutor
Valley CIDS —Alfreton
- £25,334.59 - £28,754.12 a year
- Part-time
- English
- Microsoft Office
- Travel
- Annual leave
- Employee assistance programme
9d
Vehicle Body Builder
West Yorkshire Police —Wakefield
- £33,602 - £35,772 a year
- Overtime
- Microsoft Word
- Microsoft Excel
- Organisational skills
- Health & wellbeing programme
- Annual leave
Quick apply
12d
Class 1 HGV Driver
NEXT —Pontefract
- £18.05 - £25.40 an hour
- Overtime
- Driving
- Free parking
- Employee discount
4d
Part Time Class 1 HGV Driver
NEXT —Pontefract
- £17.30 - £21.80 an hour
- Part-time
- Driving
- Free parking
- Employee discount
Quick apply

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2nd Line Manager

Babble Cloud -
Wakefield

Quick apply

Job details

Full-time

Benefits

Annual leave
Company pension
Sick pay

Qualifications

Microsoft Windows Server
Performance management
ITIL

Full job description

Company Description

Why Babble?

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in:

Microsoft Modern Work
Cybersecurity
Contact Centre Technology
Mobile Solutions
Communications & Connectivity

With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together!

About Us | Leading UK Cloud Solutions Provider | Babble

Job Description

Role Purpose

Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers to ensure consistent, high-quality escalated support. Own performance, technical quality, and service delivery across the 2nd Line function, driving accountability, process improvement, and alignment with business and customer expectations.

Key Responsibilities

Own customer experience for escalated tickets, ensuring high-quality resolution and communication.
Manage performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery.
Maintain control of escalation queues, backlog, and technical quality.
Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution.
Regularly engage with Team Leaders to stay close to workload pressures, risks, and team challenges.
Coach and support Team Leaders, ensuring effective leadership, development time, and structured 1-2-1s.
Identify and drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback.
Escalate wider service issues with clear recommendations.

Core Competencies

Leadership & Coaching — Develop Team Leaders through regular engagement, feedback, and support.
Operational Awareness — Stay close to day-to-day challenges, risks, and workload pressures.
KPI & Data-Driven Management — Use performance data to target action and improve outcomes.
Process Ownership & Improvement — Design and refine practical, efficient service processes.
Judgement & Decision Making — Make informed decisions and escalate appropriately.
Communication & Alignment — Keep Team Leaders aligned and ensure service delivery meets business and customer expectations.

Technical Skills / Knowledge

Strong understanding of 2nd Line support environments: Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity.
Ability to assess technical quality of escalations, resolutions, and documentation.
Confident working with 2nd/3rd Line, NOC, and Infrastructure teams on complex issues.
Knowledge of service desk tooling, reporting, and ticketing systems.
Awareness of problem management, RCA, and ITIL-aligned best practice frameworks.

Qualifications

Proven experience as a Service Desk Manager or Senior Team Leader within an MSP.
Strong background in 2nd Line support and escalation management.
Experience managing Team Leaders or senior technical staff.
Demonstrable experience in KPI-driven performance management and service improvement.

Additional Information

Why work for Babble?

Annual Leave: 20 days’ paid holiday
Public Holidays: 12 paid bank holidays
Pension: Statutory pension provision
Sick Leave: 20 days’ statutory sick pay
Working Pattern: 10‑day fortnight
Work Environment: Full‑time, office‑based role
Parental Leave: Statutory maternity and paternity leave

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider

Quick apply

Refine Your Search

2nd line manager jobs in sheffield, syk

2nd Line Manager

Transport Team Manager

Sales Manager

Regional Sports Services Officer (UK Sports Institute)

Occupational Health Advisor

In-Store VM Manager- Sheffield Meadowhall

Loss Prevention Officer

Transaction Manager- D M Keith Changan/Subaru Sheffield (formerly Europa)

Nursery Manager

Delivery Manager

Home Customer Service Advisor

IT Support Engineer

Assistant Category Buyer

Transport Coordinator

Transport Compliance, Systems & Process Trainer

Alternative Education Tutor

Vehicle Body Builder

Class 1 HGV Driver

Part Time Class 1 HGV Driver

More jobs to discover

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