2nd Line Team Leader

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 Leade...

Ready to Apply?

Submit your application today and join our talented team at Babble Cloud.