Role: Escalation Team Lead Location: London (Hybrid - 3 days in office / 2 days from home) Salary: £50,000-£60,000 + benefits Benefits: Hybrid working | Career progression | Technical leadership | Growing MSP environment
Our client, a leading managed IT services provider, is looking for an experienced Escalation Team Lead to lead its 3rd Line technical escalation function.
This is an excellent opportunity for a technically strong leader who enjoys remaining hands-on while mentoring and developing a team of skilled engineers. You'll play a key role in resolving complex customer issues, driving service excellence and supporting the continued growth of an ambitious organisation.
What you'll do
Lead and develop a team of 3rd Line engineers within a busy MSP environment.
Take ownership of complex technical escalations and major customer issues.
Mentor and coach engineers, providing technical guidance and leadership.
Work closely with service delivery teams to ensure exceptional customer outcomes.
Lead by example through hands-on technical involvement and proactive problem solving.
You'll collaborate with technical teams, service management and customers to deliver high-quality support while continually improving service standards.
What we're looking for
Previous experience leading technical engineers within a Managed Service Provider (MSP).
A hands-on leadership style with the ability to remain technically involved.
Strong customer-facing communication and stakeholder management skills.
Excellent technical knowledge across Microsoft technologies, cloud platforms, cybersecurity and modern workplace solutions.
A genuine passion for coaching people and delivering outstanding customer service.
The successful candidate will be approachable, collaborative and confident managing both people and technical challenges within a fast-paced MSP environment.
Why join?
Join a growing and ambitious managed services business.
Hybrid working following successful completion of probation.
Opportunity to shape and develop a high-performing technical team.
Work with modern technologies across cloud, cybersecurity and AI-driven solutions.
Apply now to lead a talented technical team and help deliver exceptional customer experiences within a growing MSP.
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