Location
Wakefield
Job Type
full-time
Posted
June 11, 2026
Job Description
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 Leade...