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Escalation Team Lead [MSP environment]
- London, England, United Kingdom
- London, England, United Kingdom
Über
Tela Technology is one of the UK's largest independently owned communications and IT solutions providers, delivering innovative telephony, cloud and managed IT services to more than 4,000 businesses across the UK.
Our customer-first approach is at the heart of everything we do. We pride ourselves on building long-term relationships with our customers, delivering technology solutions that genuinely help their businesses succeed.
We also believe in empowering our people. We trust our teams to make decisions, take ownership and deliver exceptional service for our customers, while continually developing their own skills and careers.
The MSP arm of Tela has seen a lot of growth, both organically and through acquisitions. This opportunity has been redefined to cater for where we are now, as well as where we're heading as we continue our growth plans.
*The Role:*
We're looking for an experienced, hands-on Escalation Team Leader to lead our technical escalation function (3rd Line).
This is a leadership role for someone who enjoys remaining technically involved while developing, mentoring and managing a team of talented engineers.
You'll lead by example, taking ownership of complex customer escalations, supporting your engineers (and junior engineers), through technical challenges, ensuring our customers receive an exceptional service experience from you and your team.
This isn't a role where success is measured purely through dashboards and reports. We're looking for someone who is visible, approachable and actively involved—someone who builds confidence with both customers and colleagues through their technical expertise, professionalism and service delivery.
*What We’re Looking For:*
We're looking for a people-focused technical leader with proven experience working within a Managed Service Provider (MSP) environment.
You may already be leading an Escalation Team, or perhaps you're a Service Desk Manager or Senior Technical Lead within a smaller MSP looking to take the next step in your career within a larger, growing organisation.
The ideal candidate will have:
* Current proven experience managing or leading technical engineers within an MSP environment (essential).
* A hands-on manager who leads from the front
* Excellent customer-facing communication skills, with the confidence to engage professionally with customers at all levels.
* Strong technical knowledge across Microsoft technologies, cloud platforms, cybersecurity solutions and modern workplace technologies.
* An understanding of emerging technologies, including AI tools, and a commitment to continually developing your technical knowledge.
* A collaborative leadership style, with a genuine passion for delivering exceptional customer outcomes.
*Location:*
This role is based from our London Bridge office. During your probation period, you'll be office-based to support onboarding, team integration and relationship building. Following successful completion of probation, the role will move to a hybrid working model (3 days in office, 2 days home working)
Job Types: Full-time, Permanent
Pay: £50,000.00-£56,000.00 per year
Ability to commute/relocate:
* London SE1: reliably commute or plan to relocate before starting work (required)
Experience:
* [MSP] Service Desk team lead: 2 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Sprachkenntnisse
- English
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