2nd line support Work, Jobs in Wakefield (with Salaries)

2nd Line Manager
Babble Cloud —Wakefield
- Full-time
- Annual leave
- Sick pay
Quick apply
Junior Application Support Analyst
System C —Leeds
- Full-time
- Customer service
- SQL
- IT
1st/2nd Line IT Support - £27,000-£34,000
Humnize —Wetherby
- £27,000 - £34,000 a year
- Rotating shift
- Azure
- Computer networking
- Linux
- Free parking
1st-2nd Line IT Support Engineer
ITM Power PLC —Sheffield
- Full-time
- Microsoft Outlook
- Customer service
- Windows
- Free parking
- Employee assistance programme
Quick apply
Service Desk Analyst
Brabners —Leeds
- Monday to Friday
- Hybrid work
- IT
- Communication skills
- Annual leave
- Life insurance
IT Support Analyst -2nd Line
DFS —Doncaster
- Overtime
- Windows
- IT
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
8d
2nd Line IT Support Technician
Humnize —Ilkley
- £30,000 - £35,000 a year
Business and Operations Support Engineer - 24/7 cover
Freemans PLC —Bradford
- Full-time
- Microsoft Office
- Computer networking
- IT
- Work from home
- Employee discount
Mid Level PHP/ PostGreSQL Developer
D. M. Keith —Leeds
- £35,000 - £39,000 a year
- Full-time
- JavaScript
- SharePoint
- APIs
- Flexible schedule
Technical Support Engineer – Networking Focus
Biometrics Match —Knaresborough
- £30,000 - £38,000 a year
- Full-time
- Computer networking
- IT
- In-person
- Annual leave
Quick apply
3d
Sports & Retail Service Lead
evoke —Leeds
- Weekend availability
- Hybrid work
- AWS
- Annual leave
- Work from home
IT Field Technical Analyst
Cadent Gas —Sheffield
- £39,687 - £44,358 a year
- Hybrid work
- Travel
- Computer networking
- IT
- Employee discount
1d
Head of IT
Calderdale College —Halifax
- £55,974 - £57,655 a year
- Full-time
- Management
- Customer service
- Organisational skills
- Free parking
- Employee assistance programme
7d
3rd Line Service Desk Engineer
Millgate —Sheffield
- £30,000 a year
- Full-time
- Azure
- In-person
Quick apply
11d
Service Desk Engineer - 3rd Line
TIEVA —Leeds
- £32,000 - £35,000 a year
- Full-time
- Azure
- Windows
- Analysis skills
- Annual leave
- Employee assistance programme
Quick apply
2d
IT Field Engineer
TIEVA —Leeds
- £29,000 a year
- Full-time
- Azure
- Customer service
- Windows
- Employee assistance programme
- Life insurance
Quick apply
10d
IT Technician - Apprenticeship Opportunity
Rotherham Doncaster and South Humber NHS Foundation Trust —Doncaster
- £26,299.62 - £27,476.00 a year
- Full-time
- In-person
3d
Technical Systems Administrator
TPP —Leeds
- £45,000 a year
- Windows
- Microsoft Office
ICT Technician - Schools
hireful —Leeds
- £28,000 - £32,000 a year
- Full-time
- Microsoft Office
- IT
- School
Quick apply
2d
Senior Mainframe Developer
NEXT —Pontefract
- £51,400 - £59,400 a year
- Full-time
- Azure
- SQL
- Continuous improvement
- Free parking
- Employee discount

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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 support jobs in wakefield

2nd Line Manager

Junior Application Support Analyst

1st/2nd Line IT Support - £27,000-£34,000

1st-2nd Line IT Support Engineer

Service Desk Analyst

IT Support Analyst -2nd Line

2nd Line IT Support Technician

Business and Operations Support Engineer - 24/7 cover

Mid Level PHP/ PostGreSQL Developer

Technical Support Engineer – Networking Focus

Sports & Retail Service Lead

IT Field Technical Analyst

Head of IT

3rd Line Service Desk Engineer

Service Desk Engineer - 3rd Line

IT Field Engineer

IT Technician - Apprenticeship Opportunity

Technical Systems Administrator

ICT Technician - Schools

Senior Mainframe Developer

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