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)