2nd Line Support (Team Lead)

Your new company
An excellent opportunity has arisen for an experienced 2nd Line Engineer ideally with experience at a supervisory/team lead level, to join our customer, based in Salisbury. The IT function is central to enabling colleagues across the organisation to deliver critical services. This is a permanent position offering hybrid working (2-3 days a week).

Your new role
As 2nd Line Support (Team Lead), you will oversee a team of 1st Line Support Analysts, ensuring the effective delivery of IT support services across the business. You will be responsible for the day-to-day operation of the IT service desk, acting as a technical escalation point for complex and high-priority incidents and ensuring consistently high levels of customer satisfaction.
You will oversee team performance through regular one-to-ones, performance reviews, and coaching, creating a positive and collaborative team culture. You will monitor service desk KPIs, oversee incident and request management, and ensure service management processes are followed and continually improved. A key aspect of the role will be analysing incident trends, identifying root causes, and implementing preventative measures to improve service resilience.You will act as the primary point of contact for escalated issues and major incidents, coordinating resolution activities and delivering clear, professional communication to the wider business. You will also drive continuous improvement initiatives, maintain accurate documentation and knowledge articles, and ensure the service desk remains aligned with industry best practice.

What you'll need to succeed
To be successful in this role, you will have previous experience as a 2nd Line Engineer, ideally in a lead role, or at least with some supervisory experience. You will act as the lead for MDM and be the go-to person for issues relating to InTune.
Ideally, you will have an ITIL Foundation, (or at least 1 years demonstrable experience following ITIL processes as this is a key area you will lead the team on), following service management disciplines, processes, and toolsets.
You will be confident engaging with a wide range of stakeholders and have a strong customer service mindset. Adaptability is essential as you'll be dealing with users of varying technical ability across the organisation.

Technical experience needed:

• Windows 10, 11, O365, AD, and mobile device management.
• Confident acting as lead for issues relating to InTune.
• Knowledge of ITSM tools like ServiceNow or Halo
• Certifications such as CompTIA A+ and MD-102 or equivalent.
• Experience of telephony platforms, asset management and major incident management is also essential.

Due to the nature of the organisation, you must be eligible to undertake BPSS and SC clearance is essential.

What you'll get in return
Salary up to £40,000 depending on experience, hybrid working (after probation), 26 days annual leave plus 8 bank holidays (34 in total) with the ability to purchase up to 10 additional days leave. Life assurance, flexible working policy, pension matched by the company up to 7%, plus other employee benefits. You will join an organisation that places strong emphasis on integrity, collaboration, and customer focus. This is an opportunity to play a key role within a business supporting delivery of critical services across the UK.

What you need to do now
If you're interested in this role and would like to find out more, please apply now or contact Hays for a confidential discussion.

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