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
*Maintain project documentation and communicate updates to stakeholders
Required Skills & Experience
*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
*Solid understanding of ITIL principles and ticketing systems
Desirable Skills
*Experience with project delivery or coordination
*Relevant certifications (e.g. Microsoft, CompTIA, ITIL)
*Exposure to cybersecurity tools and best practices