Second Line Support Team Leader in London

This role is office based in one or more of our UK client sites and hubs, within a geographical area. Ideally the location will be covering offices in East Sussex (2 days a week) & London (2 days a week), with 1 day working from home. The role will manage a team of six Second Line Support Analysts based across various UK locations.

Key Responsibilities

What you will be doing:

• Provision of desktop hardware and software support onsite including walk-ups and remote assistance.
• Carrying out varied support duties, primarily Level 2 but also some Level 1 and, where needed, Level 3 tasks, providing role and skill development opportunities.
• End-to-end ownership of Second Line Support incidents, requests and ticket tasks.
• Diagnosis, troubleshooting and technical resolution of hardware and software issues.
• Ticket management including triage, logging, monitoring, tracking and reassignment.
• Providing quality updates on tickets, including those passed to other resolver teams.
• Adherence to SLA and OLA targets, ensuring highly functioning support operations.
• Creation and maintenance of knowledge articles for the team and First-Line Service Desk.
• Tracking and managing soft and hardware assets and access, including devices and licences.
• Identification of training needs for shift-left activities, bridging L2-L1 and L3-L2.
• Enforcing robust Join-Meet-Leave fulfilment, assuring reliable onboarding experience.
• Contributing to the ongoing improvement of associated ITIL processes and practices – Asset, Access, JML, Request Fulfilment, Service Catalogue, Incident and Problem.
• Identifying and escalating support inefficiencies, process challenges and related solutions.

Supervisory Duties

• Team leadership – managing rotas, site coverage, resource requests, personnel matters, performance management including objectives, performance reviews and training.
• Provision of technical guidance to Second Line Support and Service Desk teams; upskilling, owning KBAs and SOPs, performing tool capability reviews.
• Workload, resource, ticket queue and end-to-end team ticket and SLA management.
• Input into improvement of ITIL practices – primarily Access, Asset and JML.
• Coordination of proactive team activities such as site audits and ticket trend analysis.
• Regular review of work and data to identify shift-left, KBA and problem opportunities.
• Provision of reports and management information for team-related decision making.
• Representation of the team in major incidents, problem investigations, working parties, task forces, project delivery, audits, transformation and other initiatives.
• Ownership of service improvement plans related to the Second Line Support area.
• Contributing to the ongoing continual service improvement of ITSM and DEX tools.
• Managing escalations and incidents, including MIM duties and communication.
• Deputisation for management on occasion, including operating other ITIL practices such as Problem, Knowledge and Change enablement.
• Direct peer-to-peer interface with Service Desk Team Leader and other colleagues.

What you will need

• A minimum of five years’ history of working in an IT support role and environment.
• Demonstrable recent experience acting in a senior or team leadership capacity.
• Great organisational skills in terms of own time, team, rota and workload management.
• Confident in owning action plans, delivering improvements and representing the area.
• Sound understanding of ITIL practices and processes that relate to technical support.
• Ability to perform basic ITSM tool administration, including report and dashboard creation.
• Excellent working knowledge of Windows 10-11, M365 and supporting Windows OS.