Full job descriptionNetwork Support Team Lead - (Wi-Fi, LAN/WAN) - London
Location: Central London (Office based 5 days a week)
Salary: £50,000 - £55,000
Hands on position in which you will lead the Network & IT Support Team
As Network Support Team Lead, you’ll be responsible for the day-to-day management of the Service Desk, ensuring incidents and service requests are handled efficiently and in line with agreed service levels, leading a team of 4 Network Support Engineers
You’ll lead from the front, supporting engineers with technical escalations while driving service quality, customer satisfaction, and continuous improvement across the support function.
Essential Skills - Networking & Wi-Fi
*Enterprise Wi-Fi troubleshooting and support
*LAN/WAN
*TCP/IP, DNS, DHCP, VLANs and VPNs
*Switches, routers, firewalls and wireless access points
Team Leadership
*Lead, mentor and develop a team of Service Desk Analysts and Support Engineers.
*Manage resource planning, staff rotas and workload allocation.
*Assist with recruitment, onboarding and training initiatives.
*Create a positive, collaborative and customer-focused team culture.
*Conduct regular performance reviews and coaching sessions.
Service Desk Management
*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.
Customer Service & Escalations
*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.