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 * 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)