Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. We are specialists in:

Microsoft Modern Work
Cybersecurity
Contact Centre Technology
Mobile Solutions
Communications & Connectivity
Own customer experience for escalated tickets, ensuring high-quality resolution and communication.
Manage performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery.
Maintain control of escalation queues, backlog, and technical quality.
Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution.
Regularly engage with Team Leaders to stay close to workload pressures, risks, and team challenges.
Coach and support Team Leaders, ensuring effective leadership, development time, and structured 1-2-1s.
Identify and drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback.
Escalate wider service issues with clear recommendations.
Leadership & Coaching - Develop Team Leaders through regular engagement, feedback, and support.
Operational Awareness - Stay close to day-to-day challenges, risks, and workload pressures.
KPI & Data-Driven Management - Use performance data to target action and improve outcomes.
Process Ownership & Improvement - Design and refine practical, efficient service processes.
Judgement & Decision Making - Make informed decisions and escalate appropriately.
Communication & Alignment - Keep Team Leaders aligned and ensure service delivery meets business and customer expectations.

Strong understanding of 2nd Line support environments: Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity.
Ability to assess technical quality of escalations, resolutions, and documentation.
Confident working with 2nd/3rd Line, NOC, and Infrastructure teams on complex issues.
Knowledge of service desk tooling, reporting, and ticketing systems.
Awareness of problem management, RCA, and ITIL-aligned best practice frameworks., Proven experience as a Service Desk Manager or Senior Team Leader within an MSP.
Strong background in 2nd Line support and escalation management.
Experience managing Team Leaders or senior technical staff.
Demonstrable experience in KPI-driven performance management and service improvement.

Why Babble?

Annual Leave: 20 days' paid holiday
Public Holidays: 12 paid bank holidays
Pension: Statutory pension provision
Sick Leave: 20 days' statutory sick pay
Working Pattern: 10-day fortnight
Work Environment: Full-time, office-based role
Parental Leave: Statutory maternity and paternity leave

1 Babble Cloud jobs in England & Wales