2nd Line Support Team Leader

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