Team Leader - 2nd Line Support Analyst

* £30 per hour/Inside IR35

* Urgent/6 months

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

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

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

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

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

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

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Contribute to the development of the team's technical capabilities

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Proactively identify areas for improvement in processes and service delivery

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

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Maintain accurate and up-to-date technical documentation

About You

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

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

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Strong communicator with a focus on customer service and collaborative working

Skills & Experience

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

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

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

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Proven troubleshooting and diagnostic skills across a range of technologies

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Knowledge of Microsoft 365 and cloud application support

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Familiar with ITIL methodologies and service delivery best practices.

Qualifications

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Certificate or Diploma in Computing (or equivalent)

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ITIL experience or certification (desirable)