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3rd Line Team Manager

Location UK-Berkshire-Reading
Category Managed Services
Type Permanent Full-Time
Closing Date 30 September 2019


The 3rd Line Support Manager will provide the leadership and management necessary to inspire a shared IT services team to successfully deliver on the business strategy in relation to the services Ultima provides to its customers. You will ensure operational effectiveness and successful project delivery (where appropriate) in relation to support requirements and certify the 3rd line support function is able to provide an adequate service to Ultima customers. You will be responsible for delivering cost effective, efficient solutions and services to Ultima’s Customers, providing recommendations to the Head of Service Operations on how the overall Managed Services strategy translates into opportunities driven by the 3rd line Support team.

You will collate and communicate significant risks to the management team in relation to the solutions/services delivered, ensuring minimal unplanned downtime balanced against changes/projects required to successfully execute the support/strategy. You will provide adequate business continuity and disaster recovery planning/capabilities within the 3rd line support team and the wider managed services department

You will have accountability for the delivery and performance of the 3rd line support team. You will own infrastructure related initiatives whilst following standard project requirements when planning and participating in new activities. Working with and providing feedback to the Manged services management team in relation to evolving practices, technologies and opportunities.

An integral element of this position is directly managing the 3rd line Support team members effectively. You will be responsible for the personal development of team members and provide coaching and clear guidance to ensure performance meets business expectations. You will be accountable for driving standardisation across processes, technologies and solutions used within the 3rd line team, whilst endeavouring to provide excellent levels of customer service to all service desk users at all tim


  • Maintain and monitor the pipeline management for each technical team including capacity planning and demand management
  • Take ownership and accountability for the technical teams KPI’s
  • Influence Salaries/bonus aligned to the profitability of the Managed Services
  • Manage the operational training needs of the teams aligned to the strategic direction of the practice
  • Take ownership of resourcing to meet business demand
  • Lead, motivate, engage and develop colleagues
  • Actively manage performance and behaviours of colleagues, direct reports and team members
  • Manage technical escalations beyond quality control
  • Ensure consistent delivery of Quality control
  • Participate in the duty manager on call rota
  • Management of solutions specialists and product specialists where applicable, including those aligned to Managed Services
  • Actively engage with each of the practice leads to ensure consistent alignment
  • Drive tickets to a successful, speedy resolution / resolve in line with customer expectations / SLA’s
  • Drive up customer satisfaction through successful customer engagements.


  • Excellent communication skills, making an impact on others, establishing credibility with them and making a favourable and professional impression. Is able to adapt style to win confidence of others. Clarity and confidence in written and verbal communication.
  • Self-motivated and seen as determined and committed. Takes real pride in own achievements and welcomes the challenge of more difficult work. Puts in extra time and effort needed to complete tasks by deadlines.
  • Responsibility and Ownership - Willingness to show initiative and a readiness to own decisions and their outcomes. Ability to make decision judgements on a balanced review of evidence, risk and opinions.
  • Drive - To drive improvement of work through to successful delivery.
  • Customer Service - To ensure consistent delivery of customer satisfaction across all customers.
  • Planning and Organisation - High level of self-organisation, motivation and management independence. Adopts an organised and systematic approach to work.
  • Time Management - flexibility and ability to manage multiple opportunities at the same time, whilst maintaining a clear focus on each of their immediate, individual requirements.
  • Flexible - An adaptable nature with the ability to react to meet the ongoing demands of the business
  • Analysis and Problem-Solving - Quickly homes in on key issues, applies logic and common sense in solving problems and able to critically evaluate different ideas. Owns problems through to resolution
  • Team Working - Cooperates effectively with others in the Team, mentoring and working with them in a constructive manner. Shows a willingness to fit in with others to achieve common goals and takes a positive approach within a team environment, sharing ideas and working together to improve customer service
  • Commercial Awareness - Demonstrating an awareness of the business and the factors that affect it, recognising new commercial opportunities as they arise.
  • Attention to detail and focus on quality.
  • Self-Control - Maintaining calm under pressure, remaining patient and logical despite provocation, not allowing oneself to be deflected.
  • A number of years of people management skills including recruitment and personal developme