2nd Line Service Desk Team Leader – Manchester
Reference Code: 510764-en_GBContract Type:PermanentProfessional Communities: Cloud Infrastructure Management
About the job youre considering
An exciting opportunity to lead a team of skilled 2nd Line Engineers supporting multiple high-profile clients within the Capgemini portfolio. As a 2nd Line Service Desk Team Leader, you will combine technical understanding with people leadership, overseeing the resolution of complex incidents and service requests while driving service excellence across the team. You will act as a key escalation point, support continuous improvement initiatives, and help develop a high-performing support function focused on delivering exceptional customer outcomes.
Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.
Your role
Reporting to an Operations Manager, your responsibilities will include:
Lead and motivate the 2nd Line Support team, ensuring delivery targets, SLAs, and service quality standards are consistently achieved.
Manage escalated incidents and service requests, providing hands-on support for complex or high-priority issues when required.
Act as the technical escalation point for the team, working closely with 3rd Line teams and Operations Management.
Manage team performance through regular coaching, one-to-ones, quality reviews, and feedback sessions.
Drive continual service improvement through root cause analysis, reduction of repeat incidents, and promotion of knowledge sharing and best practice.
Provide day-to-day leadership and workload management for a team of up to fifteen 2nd Line Engineers and Analysts.
You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.
Your skills and experience
Experience leading or mentoring technical support teams within a Service Desk or IT support environment.
Strong technical troubleshooting skills across end-user computing, infrastructure, and enterprise systems.
Experience managing escalations, major incidents, and complex problem resolution.
Excellent communication and stakeholder management skills, with the ability to build effective relationships with colleagues and customers.
Resilient and adaptable approach, with a focus on service excellence, continuous improvement, and operational efficiency.
Knowledge of ITIL practices, including Incident, Problem, and Change Management, is desirable.
We are a Disability Confident Employer
Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Governments Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
- Declare they have a disability, and
- Meet the minimum essential criteria for the role.
Please opt in during the application process.
Your security clearance and pre-employment checks
If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)
Some roles will also require an additional level of security clearance:
Security Check (SC) Clearance:
To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
Make it real what does it mean for you?
Flexibility to work your wayYou will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.
Your wellbeingYoud be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
To help support wellbeing we have trained Mental Health Champions across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
Shape your pathYou will be empowered to explore, innovate, and progress. You will benefit from Capgeminis learning for life mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
Shared energyYoull be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. Youll be joining a professional community of experts, who have got your back and will support you, every step of the way.
Why should you consider Capgemini?
Growing clients businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, youll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine whats possible. Its why, together, we seek out opportunities that will transform the worlds leading businesses, and its how youll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, youll build the skills you want. Youll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of 22.5 billion. Make it real | www.capgemini.com
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