Network Support Team Lead

Salary: £45,000 - 55,000 per year

Requirements:

• Enterprise Wi-Fi troubleshooting and support
• LAN/WAN experience
• TCP/IP, DNS, DHCP, VLANs, and VPNs knowledge
• Experience with switches, routers, firewalls, and wireless access points
• Experience leading, mentoring, and developing a team of Service Desk Analysts and Support Engineers
• Experience with resource planning, staff rotas, and workload allocation
• Experience assisting with recruitment, onboarding, and training initiatives
• Experience conducting performance reviews and coaching sessions

Responsibilities:

• Lead the day-to-day management of the Service Desk, ensuring incidents and service requests are handled efficiently and in line with agreed service levels
• Lead a team of 4 Network Support Engineers
• Support engineers with technical escalations while driving service quality, customer satisfaction, and continuous improvement across the support function
• Oversee daily Service Desk operations
• Ensure tickets are managed effectively and within SLA targets
• Monitor queues, workloads, and escalation paths
• Coordinate responses to high-priority incidents
• Maintain excellent documentation and ticket quality standards
• Act as the senior escalation point for customers and engineers
• Resolve complex technical and service-related issues
• Drive high levels of customer satisfaction
• Communicate effectively during incidents, outages, and service-impacting events
• Identify recurring issues and implement preventative measures

Technologies:

• Support
• LAN
• Network
• TCP/IP

More:

We are recruiting for a hands-on Network Support Team Lead position focused on Wi-Fi, LAN/WAN, and IT support. This is a central London office-based role, five days a week, with a salary of £45,000 to £55,000. We are looking for someone who will lead from the front, support technical escalations, and help drive service quality, customer satisfaction, and continuous improvement within our support function.

last updated 36 week of 2026