Desktop Support Team Lead / 2Nd Line Support Team Lead

Devonshire Hayes Recruitment Specialists Ltd; Basildon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading recruitment firm is seeking a 2nd Line Team Lead in Basildon, UK, to oversee a team of five engineers. This hands-on technical leadership role ensures high-quality service delivery and handles complex support issues, requiring proven experience in team management and strong technical skills, particularly in Microsoft 365 and networking fundamentals. The position is full-time on-site.

Qualifications

• Proven experience of leading 2nd Line / Desktop Support teams.
• Lead and manage day-to-day operations of the 2nd Line Support team.
• Provide escalation support for complex technical issues.

Responsibilities

• Ensure high-quality service delivery.
• Manage team of 5 engineers.
• Handle troubleshooting and hardware support.

Skills

Microsoft 365 administration

Excellent customer service

Networking fundamentals

Windows 10/11 and Windows Server

Ability to prioritize multiple tasks

Education

ITIL Foundation certification

Tools

Remote monitoring and management tools

Azure AD

Intune

Job description

Overview

Devonshire Hayes have partnered with a great organisation to help them secure a 2nd Line Team Lead / Desktop Support Team Lead to lead a team on 5 engineers. This is a hands-on technical leadership role, responsible for managing the day-to-day operations of the 2nd Line Support team, ensuring high-quality service delivery, and providing escalation support for complex technical issues.

Responsibilities

• Proven experience of leading 2nd Line / Desktop Support teams
• Lead and manage day-to-day operations of the 2nd Line Support team to ensure high-quality service delivery
• Provide escalation support for complex technical issues

Technical Knowledge & Skills

• Microsoft 365 administration (Exchange Online, Teams, SharePoint)
• Windows 10/11 and Windows Server environments
• Active Directory, Group Policy, and user management
• Networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Hardware support and troubleshooting (PCs, laptops, printers)
• Experience with remote monitoring and management tools (RMM)
• Excellent customer service and communication skills
• Ability to prioritise and manage multiple tasks in a fast-paced environment

Location & Availability

You will be required to work onsite full-time for this opportunity.

Desirable

• ITIL Foundation certification
• Experience with Azure AD, Intune, and endpoint management
• Exposure to project work or service improvement initiatives