3rd Line Team Leader

Salary: £60,000 - 60,000 per year

Requirements:

• Proven experience leading senior technical teams within an MSP, managed service, or enterprise IT environment.
• Demonstrable experience managing team performance and operational priorities.
• Strong stakeholder management and communication skills.
• Minimum 7 years experience in infrastructure, networking, and security environments.
• Strong experience supporting Microsoft Azure environments.
• Expert knowledge of Microsoft Entra ID, Microsoft Intune, Windows Defender, Microsoft 365, Active Directory, Windows Server, networking technologies, firewalls, endpoint security, RMM platforms, and MDM technologies.
• Experience with infrastructure monitoring, patch management, and automation tooling.
• Strong understanding of cybersecurity principles and operational security practices.
• Strong understanding of ITSM and working knowledge of ITIL principles.
• Experience delivering continual service improvement initiatives.
• Advanced reporting and analytical capability.
• Ability to transform operational data into actionable business insights.
• Experience presenting technical information to senior stakeholders and customers.
• Microsoft Azure certifications are desirable.
• ITIL Foundation or higher is desirable.
• Microsoft Security certifications are desirable.
• CISSP, CISM, or equivalent security qualifications are desirable.
• Experience in retail, hospitality, or multi-site IT environments is desirable.
• Experience supporting regulated or PCI-compliant environments is desirable.
• Experience implementing automation and operational efficiencies is desirable.

Responsibilities:

• Lead, mentor, and develop the 3rd Line Engineering team.
• Set daily, weekly, and monthly priorities aligned to business objectives.
• Manage resource allocation and workload balancing across customer environments.
• Conduct performance reviews, coaching sessions, and personal development planning.
• Create a culture of accountability, ownership, and technical excellence.
• Promote knowledge sharing and continuous learning across the function.
• Support recruitment, onboarding, and succession planning activities.
• Act as the senior escalation point for complex infrastructure, security, networking, and cloud issues.
• Provide technical leadership during major incidents, problem management activities, and security events.
• Drive root cause analysis and ensure lessons learned are implemented.
• Review technical designs and infrastructure changes to ensure alignment with best practice.
• Manage complex tickets and support continuous learning within the team.
• Develop automation for ticket resolution and incident prevention using customer and MSP toolsets.
• Maintain oversight of platform health, resilience, security posture, and service availability.
• Ensure technical standards are consistently applied across managed customer environments.
• Be accountable for team performance across business and customer KPIs.
• Provide technical leadership and governance across Microsoft Azure, Microsoft Entra ID, Microsoft Intune, Windows Defender for Endpoint, Microsoft 365, Windows Server, Active Directory, virtualisation platforms, storage technologies, backup and recovery platforms, enterprise networking, firewalls, secure connectivity solutions, endpoint management platforms, RMM solutions, MDM platforms, and monitoring and alerting technologies.
• Oversee infrastructure patching, endpoint compliance, security hardening, and service continuity activities.
• Maintain oversight of security operations across customer environments.
• Ensure vulnerabilities are identified, prioritised, and remediated.
• Lead security incident investigations and coordinate responses.
• Monitor security trends and emerging threats.
• Ensure adherence to MSP security standards, ISO controls, and customer contractual requirements.
• Drive continual improvement in security monitoring, reporting, and operational maturity.
• Collaborate with compliance and governance teams to support audits and certifications.
• Operate in accordance with ITIL and ITSM best practice.
• Own and improve L3 incident management processes.
• Drive shift-left to L2 by ensuring L2 teams have the skills, tools, and access needed to resolve incidents without L3 or architect intervention.
• Reduce recurring incidents through problem management and trend analysis.
• Ensure SLA, KPI, and contractual commitments are achieved.
• Drive service maturity initiatives and operational improvements.
• Support knowledge management and shift-left strategies.
• Produce weekly and monthly operational and service performance reports.
• Analyse infrastructure, security, and service performance trends and provide insights.
• Track resource utilisation and team productivity metrics.
• Report on SLA performance, incident trends, vulnerabilities, and remediation progress.
• Present actionable recommendations to leadership teams.
• Translate technical reporting into meaningful business outcomes and improvement plans.
• Support customer service reviews and governance meetings.

Technologies:

• Active Directory
• Architect
• Azure
• Cloud
• Support
• ITIL
• ITSM
• Microsoft 365
• Microsoft Intune
• Security
• Windows
• Office 365

More:

We are an MSP based in Cardiff offering hybrid flexibility, with this role working from our Cardiff office and remotely across the UK and Ireland. This is a technically hands-on leadership position at the heart of our 3rd Line Infrastructure and Security function, supporting secure, resilient, and high-performing IT services for our customers and internal teams. The role carries a salary of £50,000 to £60,000 plus benefits depending on experience and security expertise, and it could sit naturally within our evolving ITMS organisational design as a senior operational lead beneath the ITMS Manager for Infrastructure, Security, and 3rd Line Service functions.

last updated 31 week of 2026