2nd Line Team Leader

Location: Pristina, Pristina, Kosovo
Contract Type: Permanent

Company Description:

Why Babble?
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
With nearly 15,000 customers, there is significant opportunity to introduce clients to Babble's full suite of market-leading solutions.

Job Description:

Join Our Dynamic Team as a 2nd Line Team Leader
To lead, coach, and support a team of engineers to deliver reliable, high-quality support services to customers. The Team Leader is responsible for their team’s performance and development, ensuring work is prioritised effectively, escalations are handled with ownership, and service standards are consistently met while continuously improving how the support desk operates.

Accountabilities and Deliverables:

Own day-to-day team performance with proactive management of ticket queues, workload balance (priority & severity), SLA compliance and ticket quality.
Own the ongoing analysis of team performance using defined metrics to identify trends and take corrective action where standards are not being met.
Serve as the escalation point for complex or sensitive issues, coordinating with internal teams and customers through to resolution.
Invest time in mentoring and coaching colleagues, helping them grow their technical skills and work in a way that's consistent with the wider team's standards.
Collaborate with Team Leaders and Service Desk Management to report on performance, capacity, risks, and service improvement opportunities.
Uphold high standards of accuracy in case recording, activity logging, and customer communications.
Take responsibility for continuous high quality, current and accurate technical documentation within the team to support consistent service delivery.

What looks good for this role:

A natural and consistent leader who motivates, manages, and holds the team to account, with clear ownership of escalations, complaints, and complex issues through to resolution.
Friendly, confident, and professional, comfortable communicating with customers as well as internal teams and departments. Strong written and verbal communication skills are key.
Technically credible, with strong troubleshooting skills and the ability to challenge, guide, and support engineers when required.
Proactive, determined, and persistent in resolving issues and improving team performance.
Calm and decisive under pressure, with strong operational awareness of queue health, priorities, risks, and team capacity.
Capable of working both independently and collaboratively, balancing autonomy with alignment to wider service objectives.
Demonstrates eagerness to learn, grow, and adapt as the service, tools, and customer expectations evolve.

Qualifications:

Maintain sufficient technical awareness and skills to guide engineers, make decisions during incidents and communicate confidently with customers.
Previous experience in a team leader role is necessary (2 years). Experience in a managed services environment is advantageous.
Knowledge and experience with common Microsoft Technologies (Microsoft 365/Modern Work, Azure, Windows Server).
Knowledge and experience with networking technologies (Firewalls, VLAN, DHCP/DNS, Switching).

Additional Information:

Why work for 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: office‑based role
- Parental Leave: Statutory maternity and paternity leave

The recruitment journey:

The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements.
Direct Candidates Only

2nd Line Team Leader

Location: Pristina, Pristina, Kosovo
Contract Type: Permanent

Company Description:

Why Babble?

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

With nearly 15,000 customers, there is significant opportunity to introduce clients to Babble's full suite of market-leading solutions.

Job Description:

Join Our Dynamic Team as a 2nd Line Team Leader

To lead, coach, and support a team of engineers to deliver reliable, high-quality support services to customers. The Team Leader is responsible for their team’s performance and development, ensuring work is prioritised effectively, escalations are handled with ownership, and service standards are consistently met while continuously improving how the support desk operates.

Accountabilities and Deliverables:

Own day-to-day team performance with proactive management of ticket queues, workload balance (priority & severity), SLA compliance and ticket quality.

Own the ongoing analysis of team performance using defined metrics to identify trends and take corrective action where standards are not being met.

Serve as the escalation point for complex or sensitive issues, coordinating with internal teams and customers through to resolution.

Invest time in mentoring and coaching colleagues, helping them grow their technical skills and work in a way that's consistent with the wider team's standards.

Collaborate with Team Leaders and Service Desk Management to report on performance, capacity, risks, and service improvement opportunities.

Uphold high standards of accuracy in case recording, activity logging, and customer communications.

Take responsibility for continuous high quality, current and accurate technical documentation within the team to support consistent service delivery.

What looks good for this role:

A natural and consistent leader who motivates, manages, and holds the team to account, with clear ownership of escalations, complaints, and complex issues through to resolution.

Friendly, confident, and professional, comfortable communicating with customers as well as internal teams and departments. Strong written and verbal communication skills are key.

Technically credible, with strong troubleshooting skills and the ability to challenge, guide, and support engineers when required.

Proactive, determined, and persistent in resolving issues and improving team performance.

Calm and decisive under pressure, with strong operational awareness of queue health, priorities, risks, and team capacity.

Capable of working both independently and collaboratively, balancing autonomy with alignment to wider service objectives.

Demonstrates eagerness to learn, grow, and adapt as the service, tools, and customer expectations evolve.

Qualifications:

Maintain sufficient technical awareness and skills to guide engineers, make decisions during incidents and communicate confidently with customers.

Previous experience in a team leader role is necessary (2 years). Experience in a managed services environment is advantageous.

Knowledge and experience with common Microsoft Technologies (Microsoft 365/Modern Work, Azure, Windows Server).

Knowledge and experience with networking technologies (Firewalls, VLAN, DHCP/DNS, Switching).

Additional Information:

Why work for 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: office‑based role
Parental Leave: Statutory maternity and paternity leave

The recruitment journey:

The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements.

Direct Candidates Only