Team Leader - 2nd Line IT Support Engineer

Team Leader - 2nd Line Support Analyst

• £30 per hour/Inside IR35
• Urgent
• 6 months
• Onsite - Guildford

We're seeking an experienced and proactive Senior 2nd Line Support Analyst who combines strong hands-on technical capabilities with leadership experience.

This role suits someone looking for the stability of a long-term position, who thrives in a fast-paced environment and is confident taking ownership, guiding others, and acting as a right-hand to the IT Service Delivery Manager.

You'll deliver high-quality 2nd line technical support across the business while providing leadership and mentoring to the Service Desk Technical Team. This is an ideal step for someone with experience leading a team or who's ready to grow into a team management role.

Core Responsibilities

• Lead by example in resolving 2nd line tickets efficiently and in line with SLAs

• Provide hands-on technical support for all end-user computing and business systems

• Take ownership of requests through to resolution, ensuring excellent customer communication throughout

• Support and mentor junior team members, fostering a culture of learning and accountability

• Assist the IT Service Delivery Manager in managing day-to-day operations and deputise when required

• Contribute to the development of the team's technical capabilities

• Proactively identify areas for improvement in processes and service delivery

• Support IT projects and initiatives, including researching and implementing new technologies

• Maintain accurate and up-to-date technical documentation

About You

• A natural problem-solver with a proactive attitude and ability to manage competing priorities

• Confident in leading or managing a small technical team, or ready to take that next step

• Strong communicator with a focus on customer service and collaborative working

Skills & Experience

• Minimum 5 years' experience in a 2nd line or senior IT support role

• Leadership experience- either as Team Lead or Small team management

• Experience of supporting and managing IT hardware, Windows 10, MECM/InTune, networking,and virtualisation

• Proven troubleshooting and diagnostic skills across a range of technologies

• Knowledge of Microsoft 365 and cloud application support

• Familiar with ITIL methodologies and service delivery best practices.

Qualifications

• Certificate or Diploma in Computing (or equivalent)

• ITIL experience or certification (desirable)