About this role
Salary: £50,000 - 55,000 per year
Requirements
- Enterprise Wi-Fi troubleshooting and support
- LAN/WAN
- TCP/IP, DNS, DHCP, VLANs, and VPNs
- Switches, routers, firewalls, and wireless access points
Responsibilities
- Lead the day-to-day management of our Service Desk and a team of four Network Support Engineers, ensuring incidents and service requests are handled efficiently and within agreed service levels.
- Provide technical support and handle escalations while driving service quality, customer satisfaction, and continuous improvement.
- Lead, mentor, and develop Service Desk Analysts and Support Engineers; manage resource planning, rotas, and workload allocation; and assist with recruitment, onboarding, and training.
- Foster a positive, collaborative, customer-focused team culture and conduct regular performance reviews and coaching sessions.
- Oversee daily Service Desk operations, monitor ticket queues, workloads, and escalation paths, and coordinate responses to high-priority incidents.
- Maintain ticket quality and documentation standards, and ensure tickets are managed effectively within SLA targets.
- Act as the senior escalation point for customers and engineers, resolving complex technical and service-related issues.
- Communicate effectively during incidents, outages, and service-impacting events; identify recurring issues and implement preventative measures.
Technologies
- Support
- LAN
- Network
- TCP/IP
More
This is a hands-on Network Support Team Lead role based in our Central London office, five days a week. The salary is £50,000–£55,000. We are looking for someone to lead our Network and IT Support Team.
last updated 44 week of 2026