Third Line IT Support Manager

Posted 17 November 2025
Salary £65000 - £75000 per annum
LocationNewtownabbey
Job type Permanent
Discipline Tech
ReferenceVR171125_1763381011

Job description

Third Line IT Support Manager

Location: Newtownabbey (Hybrid: 2-3 days onsite)
Salary: Up to 75k pa
Hours: Monday-Friday, 9am-5pm
Contract: Full-time, Permanent

About the Role

A well-established managed service provider with over 30 years of integration experience is seeking an experienced Third Line IT Support Manager to lead a high-performing technical support team. The Third Line IT Support Manager position offers the opportunity to take ownership of a large, complex IT environment while influencing future service improvements.

As the Third Line IT Support Manager, you will oversee a team of 15 technical specialists, manage escalated incidents, and ensure the stability and performance of a mission-critical infrastructure. You will work closely with technical leadership, partners, and key stakeholders to maintain and enhance a comprehensive end-to-end support service.

This role requires someone confident, knowledgeable, and able to balance operational management with hands-on technical oversight - making it an excellent opportunity for an experienced individual ready to step into a senior Third Line IT Support Manager capacity.

Key Responsibilities

  • Lead, support, and develop a team of 3rd Line Engineers, acting as their primary Third Line IT Support Manager.

  • Serve as the final escalation point for complex issues unresolved by 1st or 2nd line teams.

  • Oversee critical incident management, ensuring minimal downtime and thorough root cause analysis.

  • Manage ticket queues, resource planning, and workload assignment.

  • Work collaboratively with technical managers, subcontractors, and stakeholders to drive operational improvements.

  • Deliver updates across forums and project groups, representing the Third Line IT Support Manager function effectively.

  • Monitor and report on SLAs, KPIs, and overall service performance.

  • Contribute to risk identification and mitigation planning.

Technical Skills & Experience

Essential:

  • Solid understanding of enterprise environments including:

    • Identity Management

    • Office 365

    • Google Workspace (G-Suite)

    • Networking

    • Windows/Linux servers

    • Virtualisation (VMware/Hyper-V)

    • Cloud platforms (Azure preferred)

  • Demonstrable experience in a 3rd line or senior technical support role.

  • Excellent troubleshooting, communication, and analytical skills.

Desirable:

  • ITSM tool experience (e.g., ServiceNow).

  • ITIL Foundation or higher.

  • 3rd level qualification in IT or Computing.

What We're Looking For

  • A personable and confident Third Line Support Manager who can build strong relationships.

  • Hands-on, proactive, and willing to get involved when needed.

  • Strong leadership skills, with the ability to motivate and develop technical staff.

  • Must be able to pass an Access NI Enhanced background check.

Working Environment

  • Hybrid working: approx. 2-3 days onsite.

  • On-call rota (1 in 4), paid separately.

  • Friendly, collaborative team with a supportive culture.

  • A dynamic environment where a Third Line IT Support Manager can make an immediate impact.

Interview Process

Stage 1: Competency and framework based interview.
Stage 2: Presentation - "Your First 100 Days in the Role"

Next Steps

For further information on this role, please apply to share your CV, or get in touch with VANRATH for a confidential chat.