Job Title: 2nd Line Support Team LeaderLocation: 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:
o Windows Server & Desktop OS
o Microsoft 365 / Azure
o Active Directory & Group Policy
o 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
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