2nd Line Support Team Lead
11 days ago
Richmond
Job Title: 2nd Line Support Team Leader Location: Near Richmond, London (On-site) Salary: £40,000 – £45,000 About the Role We are seeking a highly motivated and versatile IT professional to join our client in South West London. This role combines hands-on 2nd Line Support with team leadership and project coordination responsibilities within a fast-paced Managed Service Provider. You will play a key role in supporting clients, delivering IT projects, and leading a small team of engineers to ensure high-quality service delivery. Key Responsibilities • Provide advanced technical support for escalated issues across desktop, server, and network environments, • Troubleshoot and resolve incidents related to Microsoft technologies, networking, and cloud services, • Manage and maintain client infrastructure, including patching, monitoring, and upgrades, • Allocate tickets and manage workloads to meet SLAs, • Drive best practices, service improvements, and process adherence, • Act as a key escalation point and ensure high levels of customer satisfaction, • Assist in planning and delivering IT projects, • Coordinate internal resources and track project progress, • Proven experience in a 2nd Line Support role within an MSP environment (essential), • Previous experience leading or mentoring a team, • Strong troubleshooting skills across:, • Windows Server & Desktop OS, • Microsoft 365 / Azure, • Active Directory & Group Policy, • Networking (DNS, DHCP, VPNs, firewalls), • Experience supporting multiple clients in a fast-paced environment, • Experience with project delivery or coordination, • Relevant certifications (e.g. Microsoft, CompTIA, ITIL), • Exposure to cybersecurity tools and best practices