IT 2nd Line Support Team Leader

Role Title: IT 2nd Line Support Team Leader

Location: Leeds (Hybrid – Minimum 2 days per week on site)

Contract: Permanent

Working Pattern: Full Time

Salary: £46,000 - £54,000

The IT 2nd Line Support Team Leader provides technical and operational leadership for the 2nd Line Support function within Technology Operations, ensuring complex incidents and service requests are resolved efficiently and in line with agreed service levels.

Acting as the primary escalation point beyond the Service Desk, the role leads technical investigations, coordinates cross-team resolution activities, and maintains stability across the IT estate, including ownership of Incident and Major Incident processes and effective hand-offs between support tiers.

The role represents the Service Desk and 2nd Line Support function in IT projects, change initiatives, and service transitions, ensuring operational readiness, supportability, and knowledge transfer across the service lifecycle.

The Team Leader also drives continual improvement of support processes and tools while developing team capability through coaching, training, and knowledge sharing, and supporting the upskilling of the 1st Line Service Desk to improve service performance and first-time fix rate

As our new IT 2nd Line Support Team Leader , you will also:

• Lead on all 2nd Line Incident Management requirements, ensuring incidents are prioritised and resolved in line with SLAs.
• Own the whole lifecycles of incident management, ensuring the Incident Management Process is up to date and being followed by all MPS technical teams.
• Act as the senior escalation point for complex incidents, problems, and service requests.
• Coordinate and lead Major Incident Management (MIM) activities, ensuring rapid response and effective communication during critical incidents.
• Manage team workload and priorities to ensure efficient service delivery and alignment with business impact.
• Oversee effective triage and escalation between 1st Line, 2nd Line, EUC, and 3rd Line support teams.
• Drive root cause analysis and support Problem Management to reduce recurring incidents.
• Collaborate with infrastructure, application, security, and supplier teams to resolve cross-functional issues.
• Monitor service performance and drive continuous improvement of support processes, tools, and knowledge management.

We are looking for:

• Strong knowledge of ITIL practices, particularly Incident, Major Incident, Problem, and Change Management.
• Broad technical understanding across end-user computing, infrastructure, networking, and enterprise applications.
• Experience in a 2nd Line or advanced technical support role within an enterprise IT environment.
• Proven experience acting as a technical escalation point for complex or high-priority incidents, including involvement in Major Incident Management.
• Strong troubleshooting and analytical problem-solving skills across complex technical environments.
• Ability to lead and coordinate technical teams, prioritise competing demands, and make sound operational decisions under pressure.
• Excellent communication and stakeholder management skills, with the ability to translate technical issues into business impact.
• Experience working within structured IT Service Management frameworks and service level performance environments.
• Ability to produce clear technical documentation, knowledge articles, and incident reports.

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

In return, we can offer you:

• Discretionary on-target bonus of 10%. Up to a max 20% based on performance
• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave. Flexible public holidays and option to buy/sell additional leave
• Private Medical Cover
• Car Salary Sacrifice scheme
• 6x salary death in service
• Holistic health and wellbeing support package
• A truly flexible hybrid-working arrangement
• A culture that promotes inclusivity, wellbeing and rewards hard work

Who We Are

Medical Protection Society (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of over 350,000 Members around the world.

We are a not-for-profit organisation, meaning our Members’ premiums are kept safe should our Members require support for complaints or claims arising from professional practice, or invested into bettering the organisation, our colleagues and our products.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit Members and the wider healthcare professions.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully-funded training courses or peer-to-peer support. We want our colleagues to feel empowered enough to deliver positive change, display ambition to push themselves and are determined when faced with a challenge, whilst ensuring our Member’s best interests are at the core.

Next Steps

If you are interested in finding out more, looking for a new role and want to join an organisation that truly values its employees, take a look at the role profile to find out more about the role to apply.

Our Talent Acquisition team are always on hand should you have any questions, are having any technical issues or wish to understand how MPS can support you with your application and interview. You can contact our Talent Acquisition team by emailing careers@medicalprotection.org.