2nd Line Service Desk Team Leader chez Cybit

Job Title: 2nd Line Service Desk Team Leader

Location: Based from our Newcastle office, with hybrid remote working flexibility.

Annual salary: £28,000 to £36,000 depending on skills & experience

Cybit

About Cybit

Predict. Protect. Perform

We're a team of passionate professionals dedicated to delivering positive business outcomes. Our technology propositions are led by data intelligence and AI to ensure that our customers can operate confidently with the right digital workspace, security, cloud solutions and managed services. We are motivated by a single belief that if we do our jobs right for our customers, we can make a positive difference to the people and world around us; by helping businesses achieve greater productivity and resilience through the right technology implementation and management, and supporting essential public sector organisations to deliver on the critical work they do.

Why Join Us?

Joining Cybit means becoming part of a dynamic and outcome-focused team that spans locations in Berkshire and Newcastle. Our team of over 100 people value each other first and foremost, respect the talent, ideas and skills we can contribute to making Cybit a special and rewarding place to work.  

At Cybit, you are recognised and valued, and you can make a real difference to how our company delivers and is viewed as a brand.

If you're looking for a challenging and fulfilling career in technology, Cybit is the place for you. Together, we will create a safer, more resilient future for everyone.

What you'll do

As an 2nd Line Team Leader, you'll play a critical role in our customers support experience, your team will be the first escalation point of tickets from the 1st line support team. 

You will be responsible for overseeing the day-to-day operation of the 2nd Line team and working closely with the other team leaders to aid smooth escalation of incidents. 

The role of an 2nd Line Team Leader is pivotal in the growth of engineers and the swift resolution of some of our customers more complex IT issues. 

We're looking for someone with

• Proven experience in a service desk or similar IT support environment, with supervisory or mentoring responsibilities.
• Strong hands-on technical support skills across:
• Windows Server administration and troubleshooting
• Cloud platforms (AWS, Azure)
• Networking fundamentals and configuration
• ITIL-based processes for incident, problem, and change management
• Backup systems and disaster recovery procedures
• Microsoft 365 Suite (exchange, mail filtering)
• Security best practices and threat awareness
• A logical, methodical approach to diagnosing and resolving complex incidents and service requests.
• Excellent customer service and communication skills, with a track record of effectively supporting remote users and managing escalations.
• The ability to lead by example, ensuring service excellence while coaching and developing 2nd line engineers.

Be well looked after

Happy people make happy businesses. We have a great range of flexible benefits which helps you to do your best work every day. This includes:

• Pension scheme
• 33 days annual leave including bank holidays (& the opportunity to buy more if desired)
• Healthcare cash plan
• Private medical insurance
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme
• Occupational sick pay

Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.