Desktop Support Team Lead / 2nd Line Support Team Lead

Devonshire Hayes Recruitment Specialists Ltd; Essex; On-site; GBP 40,000 - 55,000; Full time

Job summary

A recruitment specialist agency is seeking a 2nd Line Team Lead / Desktop Support Team Lead in Essex, UK. This hands-on technical leadership role involves managing a team of engineers, ensuring high-quality service delivery, and providing support for complex technical issues. Ideal candidates must have proven experience in leading 2nd line support teams and possess strong technical knowledge. Full-time onsite work is required.

Qualifications

• Proven experience of leading 2nd Line / Desktop Support teams.
• Strong knowledge of Microsoft 365 administration.
• Experience with Windows 10/11 and Windows Server environments.

Responsibilities

• Manage the day-to-day operations of the 2nd Line Support team.
• Ensure high-quality service delivery.
• Provide escalation support for complex technical issues.

Skills

Leadership of 2nd Line / Desktop Support teams

Microsoft 365 administration

Windows 10/11 and Windows Server environments

Active Directory

Networking fundamentals

Hardware support and troubleshooting

Experience with remote monitoring and management tools

Customer service skills

Ability to manage multiple tasks

Education

ITIL Foundation certification

Job description

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.

• Proven experience of leading 2nd Line / Desktop Support teams
• Strong knowledge of:
  • 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.
• You will be required to work onsite fulltime for this opportunity.

Desirable

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