2nd line Work, Jobs in Leeds (with Salaries)

2nd Line Team Leader
Babble Cloud —Wakefield
- Full-time
- Annual leave
- Sick pay
Quick apply
4d
IT Service Desk Technician
Walker Morris LLP —Leeds
- £27,146 a year
- 8 hour shift
- IT
- Automotive diagnostics
- Annual leave
2nd Line IT Support Technician
Humnize —Ilkley
- £30,000 - £35,000 a year
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
Administrator
HCLTech —Leeds
- £24,420 - £34,000 a year
- English
- Windows
- Microsoft Office
Quick apply
Technical Specialist Remote Support
Agfa —Leeds
- Hybrid work
- Oracle
- Customer service
- Windows
Customer Support Technician (Newtorking) - Enterprise Markets
Gamma —Leeds
- Full-time
- Computer networking
- Automotive diagnostics
- Annual leave
Quick apply
3d
Senior IT Technician
ST LEONARDS HOSPICE —York
- £48,087 - £55,026 a year
- Full-time
- Hospice
- Annual leave
- Employee discount
IT Support Engineer
Vintage.com —Leeds
- £32,000 - £42,000 a year
- Full-time
- Customer service
- Computer networking
- Warehouse experience
Quick apply
1d
Technical Systems Administrator
TPP —Leeds
- £45,000 a year
- Windows
- Microsoft Office
IT Support Engineer
Optionbox Ltd —Leeds
- From £25,000 a year
- Full-time
- Hybrid work
- Windows
- Computer networking
- SharePoint
- Referral programme
Quick apply
5d
IT Support Technician
Mabey Hire —Ravensthorpe
- Full-time
- Travel
- School
Quick apply
3d
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
6d
Senior Mainframe Developer
NEXT —Pontefract
- £51,400 - £59,400 a year
- Full-time
- Azure
- SQL
- Continuous improvement
- Free parking
- Employee discount
Production Services Engineer
Yorkshire Building Society —Bradford
- Up to £50,000 a year
- Call to connect
- Hybrid work
- Oracle
- SQL
- Scripting
IT Infrastructure Engineer
Pavers —York
- Full-time
- Azure
- Windows
- AWS
- Free parking
- Employee discount
Quick apply
6d
Engineering Technician (UG - Engineering Data Science))
Yorkshire Water —Bradford
- £27,051 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
- Flexible schedule
4d

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IT Service Desk Technician
Walker Morris LLP —Leeds
You will proactively resolve queries and identify trends to help improve team efficiency. To succeed in this role you will be approachable, be able to…
£27,146 a year
Junior IT Support Technician
Mamas & Papas —Huddersfield
Flexi-time schemes based around core working hours whether in the office, or working from home. Plus, free car parking, Prayer & Contemplation room, subsidised.
Quick apply
13d

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2nd Line Team Leader

Babble Cloud -
Wakefield

Quick apply

Job details

Full-time
4 days ago

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 jobs in leeds

2nd Line Team Leader

IT Service Desk Technician

2nd Line IT Support Technician

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

Administrator

Technical Specialist Remote Support

Customer Support Technician (Newtorking) - Enterprise Markets

Senior IT Technician

IT Support Engineer

Technical Systems Administrator

IT Support Engineer

IT Support Technician

Business and Operations Support Engineer - 24/7 cover

Mid Level PHP/ PostGreSQL Developer

Senior Mainframe Developer

Production Services Engineer

IT Infrastructure Engineer

Engineering Technician (UG - Engineering Data Science))

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